How to update ticket information

Incident/Call   

Update changes made to the Incident ticket.

Steps:

  1. Click the View Work Queues button.   Step 1
  2. Click the Search button.   Step 2
  3. Enter the desired information into the Number: field. Enter "16411".   Step 3
  4. Click the Start this Search object.   Step 4
  5. Click the Activities link.

    Note: The ticket history is stored within the Activities tab, click on the sub-tab Historic Activities.   Step 5
  6. Click the Expand List button.

    Communication with Customer activates Servicecenter e-mail notification.   Step 6
  7. Click the Communication with customer list item.   Step 7
  8. Enter the desired information into the Required Field field. Enter "details".   Step 8
  9. Click the Save Incident Record object.   Step 9
  10. Click the Incident Details tab link.   Step 10
  11. Click the Fill Form button.

    After the assignee name has been populated any additional notifications are sent to that individual only.

    When the ticket is resolved, the customer is also notified of the ticket status change.   Step 11
  12. Click the Barker, Patti link.   Step 12
  13. Click the Attachment link.   Step 13
  14. Release the mouse button.   Step 14
  15. Click the scrollbar.   Step 15
  16. Click the Open button.   Step 16
  17. Click the Upload attachment button.   Step 17
  18. Click the Save Incident Record object.   Step 18

End of Topic

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