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Resolve an ITSM ticket

The status of a ticket marks its progress through the service management workflow. Each ticket category has its own workflow, and different status options to help you track the progress of your customer’s requests.

When you finish helping a customer, you can close their ticket to mark the request as complete.

To close a ticket:

  1. From your service project, go to Queues.

  2. Select the request you want to resolve.

  3. Select the Status and mark it as Completed or Resolved.

 

Service Requests:

Mark service requests as complete by choosing 'resolved'

Incidents:

Mark service requests as complete by choosing 'completed'

Problems:

Mark Problems as done by choosing 'completed'

Changes:

Mark changes as done by selecting 'completed'
Last modified on Nov 9, 2020
Cached at 7:42 PM on Dec 4, 2020 |

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