Resolving a ticket
- Denise Kidd
Owned by Denise Kidd
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.
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ID numbers should never be released via ticket, phone, or email. Students can access their ID numbers via Gibson. Students needing ID numbers for transcript orders can enter their SSN or 9 0's in the ID number field.