How the service desk team assigns a ticket, adds comments and closes it.

Applies to: users who can edit Service Desk tickets. Module: Service Desk.

Assigning the Ticket and Changing its Status #

1. Open the ticket and select Edit Ticket.
2. Choose who it is Assigned To.
3. Change the Status, for example to Open while you work on it or Closed when it is resolved.
4. Check the Owners and Divisions (both required).
5. Click Save.

Note: If the person you need is not listed under Assigned To, the field is limited to users with a particular role. Ask your administrator.

Adding a Comment #

1. Select the Comments tab and click Add Comments.
2. Enter the comment Details. The comment type, Added By and Date Added fill in automatically.
3. Click Save.

Related Articles #

• Service Desk Overview
• Raising a Service Desk Ticket
• Editing a Record