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What are the criteria for reopening a support case?

Updated on November 28, 2022

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This content applies to On-premises, Client-managed cloud and Pega Cloud environments

Before you begin: See [email protected] Client Handbook and Support Contact Administration.

This article describes the criteria for reopening an Incident (INC), the most complex type of support case.

In some cases, it is more appropriate to open a new case rather than reopen a previously resolved case. For example, to report the same issue in a different environment or to ask a question about a previously resolved case, create a new case (an INC).

Important: If the support case was resolved more than 20 days ago, you must submit a new support case.

From within My Support Portal, you can reopen an Incident that was resolved within the past 20 days if the Incident meets one or more of the criteria defined in the following table:

Criteria for reopening a support case
CriterionDescription
Recurrence of problem The problem stopped occurring before it was fully understood; however, it has since reoccurred.
Short-term solution issueThe short-term solution provided for the problem has not completely solved the issue or has introduced a new issue.
Hotfix issueThe hotfix provided for the issue has not completely solved the issue or has introduced a new issue.
Explanation issueThe explanation provided for the issue does not hold true in all scenarios.
Resource availabilityThe technical resource assigned by the client for their Pega account to work with the Pega support team was previously unavailable. Now that person is sufficiently available to work with the Pega support team.

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