Closing a Ticket

Access the Ticket detail view.

Ensure all ticket information fields are complete and accurate. See Ticket Information Fields.

Select Closed in the Status field.

Note: If you are punched in and have any open ticket activities, you are prompted to close the open ticket activity or click Punch Out.

Click the Details tab and update the Resolution. See Ticket Detail View Details Tab.

Select the Resolved 1st Call? check box if you resolved the customer problem on the first call.

Select the Submit for SpeedSearch check box in the top pane to submit the resolution information to be accepted into the SpeedSearch indexes.

Select the Approve for SpeedSearch check box if the administrator has granted you permission to approve tickets. Otherwise, you cannot see this option.

Click Save.