UiBhelp's public knowledge cards

KI 3147 Reopening calls in UiBhjelp

(updated )
Both the caller and the operator can reopen a case that has been closed. This can be useful, for example, if it turns out that the response is not satisfactory, that the call was not completely processed, or that an error reoccurs.
Why reopen a call?
Reopening can be useful when a call turns out to need more work. However, we do not want calls to be reopened to report a new problem or question that should have been a new call.

When a call is reopened, it will by default be returned to the operator who was last handling the call. If it has been a long time since the call was closed, that operator may not be available when the call is reopened. They may even have changed jobs. This means that calls that are reopened after a long time are at risk of being left unhandled. These situations are now handled automatically.
Reopening for operators
Operators can reopen calls by changing the status from Closed or Closed by caller to any other status. Operators can reopen all closed calls.
Reopening for callers
Callers can reopen a call in the UiBhjelp self-service portal (for registered callers who have a user account at UiB):
UiBhjelp selvbetjeningsportal: Velg mine henveldelser og Status = Lukket

UiBhjelp selvbetjeningspotal: Velg Åpne å nytt i saken
...or by sending an email containing the call number to an email address that is imported into UiBhjelp:

This also applies to those a call is shared with ("sharees").
Restrictions on reopening old calls
As of February 2026, callers cannot reopen calls that have been closed for more than 30 days.

If the caller tries to reopen such a call, a new call will be created instead:

and the old call will be automatically closed:

Why is there a limit on reopening old calls?
If a call is reopened after a long time, it is usually a new enquiry. When this is mixed with the original enquiry, it becomes difficult for the operator to process the call efficiently: They have to read through and sort a lot of text that is often irrelevant to the new enquiry. This makes the processing time longer and the quality of the response often worse, and we use our time inefficiently.

Reopened calls also create "clutter" in lists and reporting, because the call appears to be old even though it may have been reopened recently. This diverts attention from the cases that really have a long processing time and that we need to focus on solving.