Resolving a Ticket

Tags tdx
Question

How do I resolve a ticket.

 

Answer

Resolving a Ticket

  • When viewing a ticket, click the Actions drop-down menu under the General Tab and select Update.
    Image of the Actions button and Update option circled.
  • Change the Status to Resolved and enter a resolution note in the comments field. Resolved tickets will be moved automatically to Closed status by TDX after 10 days.Image of the New Status field.
    • Optional: Use the Private check box to toggle if the resolution note is only visible to technicians (DoIT Ticketing Users) or visible to the customer/requestor. Image of the Make Comments Private check box.
  • Add the Requestor to the Notify list so they receive your resolution note and ticket resolution email.Image of the Notify field.
  • Click Save at the top of the page.Image fo the Save button circled.

 

For Additional Assistance

Please contact the Division of IT Enterprise Service Management team servicemanagement@missouri.edu for any additional assistance you may need with TDX.

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