Resolving a ticket
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. Once a ticket is resolved it remains in that status for 5 days, during which the status can be changed. After 5 days in the resolved status, the ticket moves to the closed status and the status can no longer be changed, and no fields can be changed and no additional comments can be added.
Related content