(TIC) How to close a ticket?

Last updated about 8 years ago

  • When closing a ticket; you need to take note that all of the DETAILS should be filled out:
    • Actions taken
    • Travel time, Arrival time, Start time & Completion time
    • Engineer name & signature
    • Client name & signature
    • Mission Status should be checked
  • Input all the details in the manage engine:
Steps when closing a ticket:

Step 1: Open the ticket number in Manage Engine.

Step 2: Click details.
Details.PNG 2.17 KB

Step 3: Put the time based on the Service report.
details.png 10.78 KB


Step 4: Click resolution.
Resolution.PNG 2.04 KB
Step 5: Click edit. Copy the Actions Taken and paste it on the Resolution.
Resolution 2.PNG 12.14 KB
Step 6: Click save.
Save.PNG 2.54 KB
Step 7: Attach the service report.
Attachment.PNG 1.46 KB

Step 8: Click the Priority and select Close
Close.png 10.46 KB

Step 9:  Check FCR, Seletect Yes and click Close
Close Prompt.png 9.23 KB

NOTE: If the SR details are incomplete. Send it back to the engineer and ask them to complete the details.

  • Sample of a complete SR
    ^F8669CF5F7FB7F7887F57ACC62C7CBE0B64A5D7633CFF0A9DD^pimgpsh_fullsize_distr.jpg 151.72 KB