Editing or Closing a Ticket

Use the Ticket Detail view to edit ticket information.

To edit/close a ticket

  1. Open the Ticket Detail view.
  2. If necessary, click Punch In to begin tracking your time spent working on the ticket.
  3. Edit the ticket information.

If you change the Area, you also need to change the Assigned To user. The Assigned To information is not automatically updated by Sage SalesLogix.
  1. To close a ticket, in the Status box, select Closed.

If you are punched in and have any open ticket activities, you will be prompted to close the open ticket activity or click the Punch Out button. If you know the ticket resolution
  1. If you know the ticket resolution, update the information on the Details tab.
  2. If you resolved the customer's problem on the first call, select the Resolved 1st Call? check box.
  3. If you want to submit the resolution information to be accepted into the SpeedSearch indexes, select the Submit for SpeedSearch check box.
  4. If your administrator has granted you permission to approve tickets, select the Approve for SpeedSearch check box. Otherwise, you will not see this option.
  5. Click Save.

Related Topics

Tickets Overview

Adding a Ticket 

Deleting a Ticket

 

 

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