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
I don’t recommend adding users to the watch list.
Work notes list
I don’t recommend adding users to the work notes list.
Comments/notes 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”. Enter all comments as work notes. Click the work notes check box to switch to work notes mode. Go into work notes mode before entering any text. Click Post to save comments/notes.
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