Working with Ticket Extended Details

  1. Click Extended Details from the Ticket details page. The Ticket Extended Details window is displayed wherein you can view or modify the additional information related to the Ticket.
  2. Click Tickets in the navigation pane. The Tickets list page is displayed.
  3. Click the ticket. The Ticket details page is displayed.
  4. Select Extended Details option from the Menu. The Ticket Extended Details page is displayed.
  5. Specify this information:
    Ticket Number
    A unique ID of the ticket.
    Status Date Last Updated
    The date when status is last updated.
    Received By
    The user who receives the ticket.
    Received Date
    The date on which the ticket is received from a customer.
    Created By
    The user who creates the ticket.
    Created Date
    The date on which the ticket is created.
    Internal Comments
    The notes, troubleshooting steps, or other important information related to the ticket.
    Last Updated By
    The user who last modified the ticket.
    Last Updated
    The date on which the ticket is last modified.
    Audited By
    The user who audits the changes in the ticket.
    Audited Date
    The date on which the changes to the ticket are audited.
    Closed By
    The user who updates the ticket status to Solved.
    Closed Date
    The date on which the status is updated to Closed.
  6. Click Submit.
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