Closing a Trouble Ticket

An open trouble ticket can be closed once the cause of the alarm has been identified and corrected. If you have the appropriate permissions, you can close the tickets, or they can be closed by Operations or the system.

 

NOTE: You can only close a ticket that you accessed through the Network Details > Trouble Tickets screen.

 

New Ticket View

 

To close a trouble ticket:

 

  1. Find the open trouble ticket using one of the following paths:

 

 

NOTE: For page examples, see Tracking a Trouble Ticket.

 

  1. The ticket details and chronology of activities appear in the lower section of the window.

  2. Click the Close Ticket button. If there are no open alarms on the selected ticket, a dialog window opens with a list of closing codes. If there are open alarms, the dialog will say so and not allow closure.

  3. Click the option for the appropriate closing code.

 

Example:

 

.

 

  1. Click Proceed.

  2. When the verification screen appears, click Close.  

 

Related topics:

 

Working with Tickets

Reporting a Problem

Requesting Service

Viewing Alarms

Tracking a Trouble Ticket

Sending a Trouble Ticket Link

Tracking an Open Service Request (Work Ticket)

Viewing a Closed Service Request (Work Ticket)

Viewing the Installation Calendar

Ticket Metrics