You can collaborate on tickets with other users, resolve a ticket, or a cancel a ticket.
Commenting on a ticket
You can add comments to a ticket to provide inputs on the ticket. You can also tag other users to in your comment. The comments are visible to only the users that have access on the asset for which the ticket is created.
1Open a ticket.
For more information about how you can open a ticket, see View a ticket.
2On the ticket page, click the Comment icon.
3To enter a comment, type your comment and press the ENTER key on your keyboard.
4To start a new comment thread, click + Start a new Thread
5To modify your comment, click the action menu and click the Edit Comment button. Type your comments and press ENTER.
6To reply to a comment, click Reply for the comment that you want to reply. Type your comments and press ENTER.
7To view the different comments from all users on the ticket, select View: All Comments.
To view only your comments, select View: My Comments.
8To search for a specific comment within the Comments dialog box, use the Find bar. The search results will be highlighted within the Comments dialog box.
When you tag other users in a comment, the users receive a notification in the Notifications panel so that they can join the discussion.
Resolving a ticket
If you are a stakeholder of a ticket or if your user role has the Manage Tickets feature privilege assigned in Administrator, you can resolve an open status ticket that does not have a workflow. The tickets without workflow need to be manually resolved to bring them to the terminal state. The tickets with workflow are automatically resolved when the tasks are completed.
1Open a ticket.
For more information about how you can open a ticket, see View a ticket.
2On the ticket page, click Resolve.
3In the Resolution dialog box, enter the resolution summary.
The following table describes the properties that you can configure in the Resolution dialog box:
Property
Description
Resolution Type
Select one of the following resolution types:
- Request was completed.
- Request was partially completed.
- Request was not completed.
Description
Enter a description to provide an explanation of the resolution.
By default, the desciption is set to NOT RESOLVED.
Comment
Enter any comment related to the resolution status or other details associated with the ticket.
Note: When you enter the comments, you can view them in the Comments dialog box of the ticket.
4Click Yes.
After you resolve a ticket, the status of the ticket changes to Resolved and you cannot edit the ticket. All the stakeholders receive an e-mail notification regarding the resolution of the ticket.
Note: If you resolve the ticket without updating the description, the resolution description displays NOT RESOLVED even after the ticket is resolved.
Canceling a ticket
If you have created the ticket or your user role has the Manage Tickets feature privilege assigned in Administrator, you can cancel tickets with or without a workflow. You can cancel an open ticket with workflow if the ticket is not required or if the approving stakeholder of the asset leaves the organization or is absent for a long time. You can cancel a ticket without a workflow if the issue reported through the ticket is no longer relevant.
1Open a ticket.
For more information about how you can open a ticket, see View a ticket.
2On the ticket page, click Cancel.
3In the Cancel Ticket dialog box, enter the resolution summary.
The following table describes the properties that you can configure in the Cancel Ticket dialog box:
Property
Description
Description
Provide an explanation for canceling the ticket.
Comment
Enter a comment.
Note: When you enter the comments, you can view them in the Comments dialog box of the ticket.
4Click Yes.
After you cancel a ticket, the status of the ticket changes to Canceled and you cannot edit the ticket.
