1. Open the ticket that you want to update from the ticketing list by clicking on the ticket number.
Note: Ticketing list is the list of all tickets in your queues and can be accessed by Ticket Mgmt -> My Tickets.
2. If the ticket status is Submittedcontinue to step 3, if your ticket is in Assigned status skip to step 6 or if the ticket is already In Progress status continue to step 7
3. Assign the ticket to yourself by selecting your name from the Assign To dropdown box
4. Click Update Status
5. The ticket will automatically close, go to My Queue – Assigned to locate the ticket and open it again
6. Click In Progressbutton.
Note: To get the Resolve button, we must first change the ticket status from Submitted to In Progress.
7. Add any notes you may need to
8. Click on the Resolve button or add a Resolution Note