Edit Ticket
Search for a Ticket
A ticket can be searched either by its content or by mentioning the ticket number in the top left corner above the menu bar.
Tickets that match the condition will appear overlapped on the menu, as shown below. Users will be able to click on the ticket number to edit/view the ticket.
Navigate to Ticket through Overviews
Users can also choose to click on "Overviews" and select the overviews in which they are interested, then navigate to the ticket by clicking the ticket number.
Group Assignment
Users can edit a ticket if they’re a part of the Group displayed in the Group dropdown. Help Desk resources will have access to all Groups, and every user can route tickets back to them.
For example, if a ticket is mistakenly raised to Infosec and needs to be routed to the Global IT Infra or Business Applications (Product) team, the Infosec team can route it back to the Help Desk so that they can assign it to a different group.
Owner Assignment
The owner can be assigned manually in the Edit mode provided the user has access to the group. Only resources within the group can assign it to their peers. External resources cannot assign it directly to any agent.
Closure of Ticket
Tickets can be closed when the state is selected as "Closed." When the "Closed" option is chosen, the user must select the resolution type before clicking the update button.