---
title: Validating and Closing the Ticket
slug: en/validating-and-closing-the-ticket
description: Learn how to effectively validate and close a ticket by following the step-by-step instructions in this document. Make sure to register the ticket and obtain the necessary permissions before proceeding. Access the Ticket Management feature, select the tic
docTags: 
createdAt: 2021-10-27T20:28:47.000Z
---

After attending the ticket, <font color="#3b9f0f">**its execution should be validated and the ticket closed**</font>.

## Before getting started

- [x] It is necessary to register previously the ticket and have permission to validate
  &#x20;it.

## Procedure

1. Access the **Ticket Management** functionality through the main menu `Processes  > Ticket Management > Ticket`;
2. Click on the ticket you want and then in the "**Open**" icon;
3. Certify the ticket attendance was done according to what was requested;
4. In the "**Status**" area, choose the option "Solved", complete the data to close
   &#x20;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&#x20;
       &#x20;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;

:::hint{type="warning"}
⚠️ ***Attention*****!**

In order for the "**Save Solution/Knowledge Base Answer**" option to be available by&#x20;
checking the "**Resolved**" option of the ticket, it is necessary to configure **parameters 182** and **192**.
:::

-
  -
    - **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&#x20;
  was made to attend the service request.&#x20;

:::hint{type="warning"}
⚠️ ***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**".