Tabs at a glance
Notes - related notes and communication
Related records - not currently in use
Closure information - information about the closure
Task SLAs - not currently in use
Notes
Watch list
All 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.
To add a watcher, enter their name in the search field, and select the user. Their name will show up in the list of watchers.
To remove a watcher, click on their name in the list of watchers and click the X (remove) button.
Save your selections by clicking the lock button again.
Watch list (figure +) - add yourself to the watch list
Work notes list
All 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.
Comments 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.
When 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.
Add Comment