Addressing and fixing issues
Once an issue has been added to the trouble ticket system, you can use the following procedure to help you address or fix the issue. You generally only work on issues on the Open tab of the Trouble Ticket module, which means that the status is set to either New or Open.
To address/fix a trouble ticket issue, take the following steps:
- Click the Open tab.
- Click the Edit link next to the issue you want to address or fix.
- Review the information entered for the issue, including the history comments.
- If you can fix or address the issue, do so. Enter any comments in the Comments field to describe how the issue was fixed or address; and select the appropriate close-ticket option from the list of radio button options.
- Click Save. The ticket will be updated and/or closed, and—if closed—will move to the Closed tab.