Editing or Closing a Ticket
When you need to change the status of a ticket, or make changes to a
ticket's information, use the Ticket Detail
view. To undo any changes, click Reset
before clicking the Save
button.
Open the Ticket Detail view
- On the Navigation Bar, click Tickets to open the Ticket List view. If necessary, use the Lookup to locate a ticket, and then click on the ticket ID name.
Edit a ticket
- Open the ticket's Ticket Detail view.
-
-
If you change the Area, you also need to change the Assigned To user. The Assigned To information is not automatically updated by Infor CRM.
- (Optional)
Click the Details tab, or in the Details area, do one of the following:
- If changes are needed to the problem description, in the Description box, make changes to the description.
- If you need to add the resolution for the problem, in the Resolution box, type the resolution.
- Do
one of the following if all changes or updates are complete:
- If you punched in, click Punch Out and complete the information boxes for the ticket activity.
- If you did not punch in, and do not need to record an activity, click OK.
-
.
Close a ticket
-
-
Ensure all ticket information is complete and accurate.
- In the Status box, click the
If you are punched in and have any open ticket activities, you will be prompted to close the open ticket activity or click the Punch Out button.
- Click the Details tab and update the Resolution.
- If you resolved the customer's problem on the first call, select the Resolved 1st Call? check box.
- If you want to submit the resolution information to be accepted into the SpeedSearch indexes, select the Submit for SpeedSearch check box in the top pane.
- If your administrator has granted you permission to approve tickets, select the Approve for SpeedSearch check box. Otherwise, you will not see this option.
-
.
