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Resolving a ticket
When you have completed a request, be sure to resolve it out using the Closure Information tab.
Select the Solved (Permanently) close code. Enter any relevant comments and click Resolve Incident. Using Update or Save does not resolve the incident.
Resolved tickets remain resolved for a period of 5 days. After this time, the status changes to Closed. Resolved tickets can be reactivated (reopened), but Closed tickets cannot. If a Closed ticket needs follow up, open a new ticket.
Resolving incidents for NTC callers with attachments
02/03/2022:
NTC has asked if there’s a way to have the attachments they upload to incidents convey back to them upon completion. This can be done:
NTC opens incident and uploads a form.
If needed, we communicate with the caller in the comments.
Once complete, download the attachments to the desktop. (I thought they conveyed automatically, but we will have to download them)
Use the email function, attach the attachments, and reply to them that the request is complete.
Resolve the incident.
Notes
This adds some time to resolving incidents. This may not always be feasible and you might forget to do this sometimes.
This applies only to NTC callers with incidents that have attachments.
It will take some time to get used to this, and I’ve notified NTC that we will need some transition time. I acknowledge we’re all doing our best.
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