Reopen Help Ticket (Resource Manager)

Help ticket managers can reopen a closed help ticket when a requester reports a persistent or unresolved issue.

Reopen a Help Ticket:

  1. Select Admin > Help Tickets > Archive sub-tab.
  2. Next to the ticket you want to reopen, click Edit icon.. The Edit Help Ticket page opens.
  3. Click Reopen.
  4. Enter a Description as to why the help ticket was reopened.
  5. Select an Estimated Completion date.
  6. Click Save.

The help ticket moves to the Open section on the Tracksub-tab. By default, a reopened help ticket has a status of Open and is assigned to the same technician. The Reopen Description and Expected Completion date are added to the help ticket history and the item's transaction history.