Modifying a ticket

Use the Ticket detail view to change the status of a ticket, or make changes to a ticket information

Note: To undo any changes, you must click Reset before clicking Save.

To access the Ticket detail view, you can select Tickets on the Navigation bar. If required, use the Lookup to locate a ticket, and click the ticket ID name. See Using lookup

To modify a ticket:

  1. Access the Ticket detail view of the required ticket.
  2. Click Punch In to begin tracking your time spent working on the ticket if required.
  3. Modify the ticket information fields. See Ticket information fields.
    Note: If you change the value in Area field, you also required to change the Assigned To user. The Assigned To field information is not automatically updated by Infor CRM SLX.
  4. (Optional) Perform these tasks on the Details tab or area:
    • Make changes to the description in the Description field to change the problem description.
    • Specify the resolution in the Resolution field to add the resolution for the problem.
  5. Perform these tasks if all changes and updates are completed:
    • If you punched in, click Punch Out and complete the information fields for the ticket activity. See Adding and modifying ticket activities.
    • If you did not punch in, and do not require to record an activity, click OK.
  6. Click Save.
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