Reopen Closed Requests

What You Can Do Here

This feature allows you to reopen closed requests and understand how reopening affects request status and automated tasks.

Reopen a Closed Request

Use this when you need to resume work on a request that was previously closed, whether it was closed by mistake or requires additional action.

Navigate to the closed request page.
Click the three-dot menu (...) in the top right corner.
Select 'Reopen request' from the menu options.
In the "Reopen this request" dialog, click the 'Reopen' button to confirm.

Once reopened, the request returns to its previous state and an audit log entry is created: "Reopened."

Note: The data subject isn't notified for reopening their request. When closing again the request you can choose wether to notify the user or not.

Request State After Reopening

When you reopen a request, it returns to the state it was in before being closed. Here's how different states are handled:

Edit state (when a request is opened via the Email forwarding channel): Returns to Edit state, allowing you to modify request details.
Pending state (when a request is in the Auto Pilot waiting period): Returns to Pending state only if the waiting period hasn't passed.
Process state: Returns to Process state with tasks in their current status:
- Tasks still running remain in the 'In progress' section
- Successfully completed tasks move to the 'Completed' section
- Tasks with errors move to the 'Needs action' section
Reply state (when all integrations are completed): Returns to Reply state

Note: Reopening a request does not restart Autopilot or affect already running integrations. Autopilot will not automatically continue from where it stopped.

Reopening & Redaction

Requests in 'Redacting' status: You can reopen requests that are in the redaction queue (showing 'Redacting' status). If automatic PII Redaction is enabled, once you close the request again (after it was reopened), the request will return to the redacting queue and will start a new 14-day count until the redaction process begins.
Requests in 'Redacted' status: Once a request has been fully redacted, it cannot be reopened. The 'Reopen request' option will be disabled and grayed out.

Reopening & Autopilot

When you reopen a request, Autopilot does not automatically continue from where it stopped. The behavior depends on whether integrations were already running when the request was closed, and what happened with those integrations by the time the request was reopened.

If integrations are still running: After reopening, you will see "Autopilot is handling this request" banner. When the integrations finish running, they will move to the Completed or Needs action section according to the run result, and Autopilot will be reset showing "Put on Autopilot" which indicates that Autopilot isn't working.
If all integrations have completed: After reopening, you will see "Put on Autopilot" and all integrations will be in the Completed section.
If an integration encountered an error: After reopening, you will see "Put on Autopilot". The integration that encountered the error will be in the Needs action section, and integrations that were completed will be in the Completed section.

If you want to close the request again, you need to close it manually or trigger Autopilot by clicking on "Put on Autopilot".

Note: Closing a request only stops Autopilot from triggering next steps in the workflow; it doesn't stop integrations that are already running.

Troubleshooting

The 'Reopen request' option is grayed out.

Cause: The request has been fully redacted. Once a request reaches 'Redacted' status, it cannot be reopened.
Fix: This is permanent. You'll need to create a new request if you need to resume work on a similar case.

I reopened a request and saw "Autopilot is handling this request", but now it shows "Put on Autopilot".

Cause: When you reopened the request, some integrations were still running in the background. Once they finished, Autopilot was automatically reset.
Fix: This is expected behavior. Review the integrations in the Completed and Needs action sections to see the results. If needed, you can restart Autopilot by clicking "Put on Autopilot", or manually manage any tasks that require attention.

I reopened a request, but some tasks are in the 'Needs action' section.

Cause: These integrations encountered an error either while the request was closed or after reopening.
Fix: This is expected. Review the error details and take the appropriate action to resolve the task, retry the integration, or restart Autopilot if needed.

I closed a reopened request and it immediately went to 'Redacting' status.

Cause: You have automatic PII Redaction enabled in your Company settings. Each time you close a request, the redaction timer starts fresh with a new 14-day count, regardless of how many times the request has been reopened and closed.
Fix: This is expected behavior when automatic PII Redaction is enabled. If you need to continue working on the request, you can reopen it again before the redaction process completes. If you don't want requests to auto-redact, you can disable this setting in Company Settings under DSR configuration.

I closed a reopened request, but it didn't go to 'Redacting' status.

Cause: Automatic PII Redaction is not enabled in your settings. When auto-redaction is disabled, requests will not automatically enter the redaction queue after closing.
Fix: If you want to redact this request, you must manually select 'Redact this request' from the three-dot menu. If you want all closed requests to automatically redact after a set period, enable automatic PII Redaction in the settings.

Need Help?

If you have questions about using this feature, contact your system administrator or reach out to your MineOS CSM.