This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Viewing and updating tickets using Smart IT

After you create a ticket, you can change the details or add new information to it.

Keeping the information in a ticket up-to-date helps you to make better informed decisions about how to manage the ticket, keeps your personal and group statistics up-to-date, and helps keep the affected customer informed about the progress of the ticket.


  • Search for tickets by filtering and sorting tickets in the Ticket console.
  • After you open ticket details, click the Pencil icon associated with a group of fields to open those fields in edit mode, which allows you to update the field contents.


 You cannot update a service request after it is submitted, except to cancel it.

 This section provides information about:

Related topic

Managing your work with Smart IT

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