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public:gorev:itsupportticketmanagement [2020/04/04 14:30] mgriffin [Closing an IT Support Ticket] |
public:gorev:itsupportticketmanagement [2020/04/04 16:10] mgriffin [Reopening a Closed or Solved IT Support Ticket] |
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| While **IT Support Tickets** with **New**, **Open**, **On Hold**, and **Solved** statuses will be present in the Tickets area of this window by default, **Closed** IT Support Tickets will be hidden by default. In order to view **Closed** IT Support Tickets, click on the **"Show Closed"** checkbox in the Tickets area. | While **IT Support Tickets** with **New**, **Open**, **On Hold**, and **Solved** statuses will be present in the Tickets area of this window by default, **Closed** IT Support Tickets will be hidden by default. In order to view **Closed** IT Support Tickets, click on the **"Show Closed"** checkbox in the Tickets area. | ||
| - | {{:public:gorev:step_3_part_10_closed_tickets_checkbox.png?800|}} | + | {{:public:gorev:step_4_part_1_navigate_to_the_show_closed_check_box.png?900|}} |
| At this point, all of your previously **Closed** IT Support Tickets will, now, be present in the Tickets area. | At this point, all of your previously **Closed** IT Support Tickets will, now, be present in the Tickets area. | ||
| - | {{:public:gorev:step_3_part_11_closed_options.png?800|}} | + | {{:public:gorev:step_4_part_2_newly_closed_ticket_now_visible.png?900|}} |
| ==== Reopening a Closed or Solved IT Support Ticket ==== | ==== Reopening a Closed or Solved IT Support Ticket ==== | ||
| Now, in the event that you need to reopen a **Closed** or **Solved** IT Support Ticket, please begin by selecting the required **Closed** or **Solved Ticket** from the list in this window. | Now, in the event that you need to reopen a **Closed** or **Solved** IT Support Ticket, please begin by selecting the required **Closed** or **Solved Ticket** from the list in this window. | ||
| - | {{:public:gorev:step_3_part_12_pick_closed_ticket.png?800|}} | + | {{:public:gorev:step_4_part_3_how_to_re-open_the_ticket.png?900|}} |
| Once the **Ticket Details** are visible, click on the **"Re-Open This Ticket"** button in the **Tickets Comments and Details** area. | Once the **Ticket Details** are visible, click on the **"Re-Open This Ticket"** button in the **Tickets Comments and Details** area. | ||
| - | {{:public:gorev:step_3_part_13_re-open_closed_ticket.png?800|}} | + | {{:public:gorev:step_4_part_4_click_to_re-open_ticket.png?900|}} |
| Afterwards, the **Ticket Status** for this Ticket will be set to **Open**. | Afterwards, the **Ticket Status** for this Ticket will be set to **Open**. | ||
| - | {{:public:gorev:step_3_part_14_open_ticket.png?800|}} | + | {{:public:gorev:step_4_part_5_ticket_status_should_now_be_open.png?900|}} |
| **Note:** After re-opening an IT Support Ticket, please **Comment** on the Ticket with updated information on the situation, as this will help expedite the processing of this Ticket. | **Note:** After re-opening an IT Support Ticket, please **Comment** on the Ticket with updated information on the situation, as this will help expedite the processing of this Ticket. | ||
