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Tabs at a glanceNotes - related notes and communication Related records - not currently in use Closure information - information about the closure Task SLAs - not currently in use NotesWatch listAll users on the watch list will receive notification of additional notes (not work notes) added or closure. Watch list (lock) - add or remove participants to the watch list.
Watch list (figure +) - add yourself to the watch list Work notes listAll users on the work notes list will receive notification of additional and work notes added or closure. I don’t recommend adding anyone to this list. Manage the work notes list in the same way as the watch list. CommentsComments are used to log work done on a request. It gives anyone else working the ticket an indication of the actions already taken. The default is “Additional comments”. To keep comments internal, click the Work notes box. I click this before I even enter any text to avoid a mistake here. Click Post to save your comments. Closure InformationWhen you have completed a request, be sure to close 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. |
Adding notes to a ticket
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Select the Solved (Permanently) close code. Enter any relevant comments and click Resolve Incident. Using Update or Save does not resolve the incident.
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Creating a ticket from an email
To create a ticket from an email, forward the email to help@tulane.edu and add #registrar anywhere in the subject line.
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Submitting a ticket as a customer
Viewing the tickets you’ve opened as a customer: