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public:gorev:itsupportticketmanagement [2020/04/04 14:43] mgriffin [Locating Closed IT Support Tickets] |
public:gorev:itsupportticketmanagement [2020/06/06 14:49] mgriffin [Selecting a New or Open IT Support Ticket to View] |
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| ==== Locating New and Open Support Tickets ==== | ==== Locating New and Open Support Tickets ==== | ||
| - | At this point, the My Tickets window will be visible. In this window, a list including your **"New"** and/or **"Open"** **IT Support Tickets** will be present in the **"Tickets"** area of this window. | + | At this point, the My Tickets window will be visible. In this window, a list including your **"New", "Open, and/or Solved"** **IT Support Tickets** will be present in the **"Tickets"** area of this window. |
| {{:public:gorev:step_2_locating_the_new_tickets.png?900|}} | {{:public:gorev:step_2_locating_the_new_tickets.png?900|}} | ||
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| ==== Selecting a New or Open IT Support Ticket to View ==== | ==== Selecting a New or Open IT Support Ticket to View ==== | ||
| - | Now, in order to view the details of a **New** or **Open** IT Support Ticket, please click on the **Title** of the required **Support Ticket** in the Tickets area. | + | Now, in order to view the details of a **New**, **Open**, or **Solved** IT Support Ticket, please click on the **Title** of the required **Support Ticket** in the Tickets area. |
| {{:public:gorev:step_3_part_1_select_the_new_or_open_ticket_required.png?900|}} | {{:public:gorev:step_3_part_1_select_the_new_or_open_ticket_required.png?900|}} | ||
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| 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. | ||
