Closing a Ticket

Once all work has been completed on a ticket you should close it. You can do this from the Tickets list displayed in the Ticketspage or from within the ticket itself.

To close the ticket from the Tickets list:

  1. Click on the tickets icon in the navigation panel to open the default view in the Tickets page.
  2. Locate the ticket you want to close using the filters/views available.

  3. Click on the ticket status in the Status column and select CLOSED.

    4. The following confirmation dialog is displayed:

  4. If you are happy to proceed, click OK to close the ticket.

    5. The status changes to CLOSED.

To close the ticket from within the ticket view:

  1. Click on the tickets icon in the navigation panel to open the default view in the Tickets page.
  2. Click on the ticket you want to close. The ticket is displayed in the ticket view page.

  3. Click on the Close button (shown above).

    4. If configured in Installation Settings, the following Confirmation dialog displays the following summarised information (the final response added to the ticket and the number of hours spent by the assigned agent on the ticket):

  4. Click Ok if you are happy to proceed with closing the ticket.

    5. The ticket status changes to Closed.