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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] (current)
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. ​
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