Editing your tickets

If you system administrator has enabled the settings, you can update the following details for your tickets:

  • Description of the ticket
  • Update your contact information
  • Close the ticket if the issue is resolved

To edit a ticket

  1. Perform either of the following steps:
    • If the ticket details are visible, click Edit.
    • If the ticket details are not visible, on your Home page, locate the ticket that you want to modify, select the ticket, and click Edit.
      For more information about finding tickets, see Viewing your tickets
      The ticket details appear with editing enabled. 
  2. To get the updates about the ticket, review the latest comments in the Description field.
  3. To update the Description field:
    • To add an entry, type the information in the text area field.
    • To edit the previous entry, in the Description History section, click Edit Last Entry  and make the necessary changes > click OK.
      You can update the latest description or journal entry only if you have made the latest Description update.
    • To search for and add a solution:
      1. Click Knowledge Base next to the Copy From label and search for a solution.
      2. From the list of solutions, select an appropriate solution and click Copy Resolution.
        The contents of the solution are added to the Description field.
  4. (Optional) If the Attachment section is available, you can attach files to your ticket, download files, or delete files by performing any of the following actions:

    To add a file
    1. Click Add Attachment.
      The Add Attachment dialog box appears.
    2. Click Browse.
    3. Select the file that you want to attach and click Open.
      The file name appears in the File field. 
    4. Click Upload.
      The file information appears in the Attachments list.
    To download a file
    1. Select the attachment in the list and click Download files.
    2. Select whether to open or save the file. 
      • If opening the file, click OK.
        The file opens if an application is available for that file type.
      • If saving the file, click Browse to select a save location and then click Open.
        The file is saved.
    To remove a file
    1. Select the file in the list and click Remove file.
      A confirmation message appears.
    2. Click Yes.
      The file is removed from the list.

  5. Click Save.
    The ticket is updated and email updates are sent to you and the assigned agent.
  6. To close the ticket pane and return to the default view, click the small x on the tab.

Related topics

Editing your tickets via email

Submitting tickets

Closing your tickets

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Comments

  1. Jeremy Lyons

    In Step 3 when updating the Description field, it is missing detail on who can update edit the last entry.  The following is in the Agent's section of the help page and should be added here.

    "You can update the latest Description or journal entry only if you have made the latest update or if you have the system administrator permission."

    Feb 10, 2017 08:37