CA Service Desk Manager - Reopening 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 reopen tickets.
|Service Desk Interface||Creating Tickets||Viewing Tickets||Updating Tickets||Logging Comments||Transferring Tickets||Closing Tickets||Reopening Tickets||Ticket Escalations||Manual Notification||Searching Tickets|
Tip: You can also select Edit, then use the dropdown under New Status to choose from the list of provided statuses and click Save.
5. Enter the reason for reopening the ticket in the User Description field.
6. Click Save to save your changes and return to the ticket.
The activity is added to the Activities Tab.