Feature Definitions and Glossary
OS MANAGEMENT
Add a Note to a Ticket
Notes are a useful way to log information and steps taken to resolve a Ticket. They can be added to Tickets in the following ways:
  • Add notes from the main Tickets View.
  • Add a note when closing a Ticket.

Adding a Note via the Tickets View

1. Select the Tickets View tab on the top menu bar.
2. Click the Edit icon in the Notes column of the Ticket you wish to edit.
3. Enter a note in the text box provided.
4. Click SAVE.
A note has successfully been added to the Ticket.

Adding a Note when Closing a Ticket

1. Select the Tickets View tab on the top menu bar.
2. Select a Ticket Report from the list.
3. Click the TICKET ACTIONS button, and select Closed under Change Status in the drop-down menu.
4. (optional) Check the box to send a closure confirmation email to the user who submitted the Ticket.
4. Enter a note in the text box provided.
5. Click DONE.
A note has successfully been added to the Ticket, and the Ticket has now been closed.
Last modified 4mo ago