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:

   The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.
   
   

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