Working With Assets > Workflows and tickets > Manage tickets
  

Manage tickets

You can collaborate on tickets with other users, resolve a ticket, or a cancel a ticket.

Commenting and tagging on a ticket

Any user can comment on a ticket or tag any other user to the ticket. All comments are public, anyone who has access to an asset can see them.
To comment on a ticket:
  1. 1Open a ticket from Ticket Manager. Click the comment icon.
  2. 2In the Comments dialog box, click Start New Thread to add a comment on a ticket. For example, you can add any comment related to the asset or any other details about the ticket. You can view your comments or all the comments on the ticket from the drop-down menu.
    3. Image depicting the Comments section of a ticket.
    The person who is tagged receives an e-mail notification after you tag a user. To view the notifications, click the notification icon in the Home page.
  3. 3To tag a user, enter @ and start typing their name.
    4. Image depicting the tagging of a ticket.
  4. 4To reply to a comment, click Reply.
    5. Image depicting the Reply option in the Comments dialog box.
  5. 5To search for comments, enter the keywords in the Find bar.
    6. Image depicting the Find option in the Comments dialog box.
You receive an e-mail notification after you post a comment. The tagged user receives a notification after you tag a user. To view the notifications of the comments you posted, click the notification icon on the Home page.

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.
You can resolve the tickets from the following pages:
To resolve a ticket, perform the following steps:
  1. 1Open a ticket to resolve from any one of the pages mentioned above.
  2. 2Click Resolve. The Resolution dialog box opens.
    3. Image depicting the Resolution dialog box.
  3. 3Enter the following details to resolve the ticket:
    4. Field
    Description
    Resolution Type
    Select one of the following resolution types:
    • - Request was completed.
    • - Request was partially completed.
    • - Request was not completed.
    Description
    Update the 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.
  4. 4Click Yes.
    5. 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.
You can cancel the tickets from the following pages:
To cancel a ticket that is no longer needed, perform the following steps:
  1. 1Open a ticket with the status from any one of the pages mentioned above.
  2. 2Click Cancel. The Resolution dialog box opens.
    3. Image depicting the Cancel Ticket dialog box.
  3. 3Enter the following details to cancel the ticket.
    4. Field
    Description
    Description
    Provide an explanation for canceling the ticket.
    Comment
    Enter any comment related to the canceled 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.
  4. 4Click Yes.
    5. After you cancel a ticket, you receive an e-mail notification. To view the notifications of the resolved tickets, click the notification icon in the Home page.
    After a ticket is canceled, the status of the ticket changes to Canceled and you cannot edit the ticket.
View a canceled ticket from the ticket grid and ticket details section of the Ticket Manager page. You can also view the canceled ticket from the Tickets tab in the Asset page.
Image depicting the canceled tickets in the Ticket Manager page.