CA Service Desk Manager - Resolving a Ticket

This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to resolve tickets.


Resolving a Ticket

Once the issue has been resolved, change the Status field to Resolved.  If there is no other activity on the ticket after two business days, the ticket will automatically change its status to Closed.  Once the ticket is in a Closed state, a customer survey will be delivered (if applicable).

1. View the ticket.

2. From the Ticket Detail window, select Activities, then Update Status.

A Status Change Request window will open.
screenshot of Status field

3. Use the dropdown under New Status to choose Resolved from the list of provided statuses.

4. Enter the steps taken to resolve the issue in the User Description field.

5. Click Save to save your changes and return to the ticket.

Alternatively, you can also select Edit, then use the dropdown under New Status to choose Resolved from the list of provided statuses and click Save.





Keywords:aits, training, reopening, SDM, r14.1   Doc ID:66878
Owner:Shawn L.Group:University of Illinois System
Created:2016-09-13 10:36 CDTUpdated:2019-07-25 10:27 CDT
Sites:University of Illinois System
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