Support Help

Change Priority

Priority associated to the ticket defines the importance that is to be given to the ticket. Change the priority of the Ticket from High or Medium or low from the Priority menu on opening a ticket.

  1. Click Tickets tab.
  2. Open a Ticket from the Ticket Home page.
  3. Look for the Priority option on the right hand panel.
  4. Change the priority of the ticket as High or Medium or Low.

Note

  • You can change the values for the Priority Menu. Goto Setup > Ticket Settings > Fields List > Click Edit next to Priority and provide new values. Refer Edit Pick List Values for more help.

Change Status

Ticket status indicates the level of progress of a ticket by the technician. To determine the status of a ticket and for easy management, various ticket status is created under which the tickets are grouped. Based on the status of a ticket, various actions can be performed such as resolving and closing the ticket.

To change the status of a ticket, do the following:

  1. Click Tickets tab.
  2. Open a ticket from the Ticket Home page.
  3. Look for the Status option on the right hand panel.
  4. Change the status to either Open, On Hold, Escalated or Closed.

Note

  • You can change the values for the Status menu by going to Setup > Customization > Fields. Click Edit next to Status and provide new values. Refer Edit Pick List Values for more help.

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