Ticket Actions
Select a ticket and click Ticket Actions, then select whether to View Ticket, Edit Ticket or Delete Ticket.
Change the status of a single or multiple tickets by clicking on the name of a ticket or using CTRL+CLICK or SHIFT+CLICK (CMD+CLICK for Mac) to select multiple tickets. Click Ticket Actions on the top right and select Open, In Progress or Closed.
Alternatively, click on the Computer name to call up the Action Toolbar where you can change the ticket status of the selected computer.
Open tickets can be changed to In Progress or Closed status.
In Progress tickets can be changed to Closed status.
Closed tickets can be changed to Open status.
When closing a ticket, you can choose to send an email to the user who submitted this ticket confirming that the ticket has been closed.
View Ticket
Complete the following steps to view a ticket:
1. Select a computer.
2. Click Ticket Actions > View Ticket.
3. Click Edit to edit the ticket, or click Close Ticket to close the ticket.
Alternatively, double-click on a cell of the selected ticket to view the ticket details and click Edit to edit the ticket.
Edit Ticket
Complete the following steps to edit a ticket:
1. Select a computer.
2. Click Ticket Actions > Edit Ticket.
3. Edit the Status, Owner, Assigned To, and Description.
4. Attach or remove files and user.
5. Click Save.
Alternatively, double-click on a cell of the selected ticket to view the ticket details and click Edit to edit the ticket.