16 Processes
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Overview of the Processes
Incident and Request
Validating and Closing the Ticket
4min
After attending the ticket, its execution should be validated and the ticket closed.
It is necessary to register previously the ticket and have permission to validate it.
- Access the Ticket Management functionality through the main menu Processes > Ticket Management > Ticket;
- Click on the ticket you want and then in the "Open" icon;
- Certify the ticket attendance was done according to what was requested;
- In the "Status" area, choose the option "Solved", complete the data to close the ticket;
- If the type of request is "Incident":
- Solution Category: select the category of the incident solution;
- Cause Detail: describe the details of the incident cause;
- Answer Solution: describe the details of the solution made to the incident attendance;
- Save Solution/Answer in the Knowledge Base: in order to the checkbox "Save Solution/Answer in the Knowledge Base" is visible, check the parametrization of the Knowledge Management process;
⚠️ Attention!
In order for the "Save Solution/Knowledge Base Answer" option to be available by checking the "Resolved" option of the ticket, it is necessary to configure parameters 182 and 192.
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- Justification of SLA expired: the visibility of this field is conditioned to the SLA status expired for the attendance question;
- Temporary Solution: indicate if the activity performed to attend the incident was a temporary solution.
- If the type of request is "Request", complete the field ""Answer Solution"", describe what was made to attend the service request.
⚠️ Attention!
The steps to solve the Ticket steps can be the suggestion of new knowledge, being evaluated beforehand to be effective. It is also possible to suggest a name for this new knowledge in the field "Knowledge Base Title".
5. Click on the "Option" button and define the next step:
- "Save changes";
- "Send ticket".