Reopen Help Ticket (Resource Manager)

Help Ticket managers can reopen a closed Help Ticket when a requester reports a persistent or unresolved issue.

important: By default, a reopened Help Ticket has a status of Open and is assigned to the same technician. The Reopen Description and Expected Completion date are added to the Help Ticket History and the item's Transaction History.

To reopen a Help Ticket:

1. Select Back Office > Help Tickets > Archive sub-tab.
2. Next to the ticket you want to reopen, click Edit Help Ticket. The Edit Help Ticket page opens.
3. Click Reopen.
4. Enter a Description why the help ticket was reopened.
5. Select an Estimated Completion date.
6. Click Save.

The Help Ticket moves to the Open section on the Track sub-tab.