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There are times when a ticket contains all the correct information with no need for editing, and we can simply assign or even resolve the ticket. However, most of the time, to facilitate assistance with inquires for ourselves and also for other staffs, it is necessary to make appropriate adjustments using the Edit function.
To edit a ticket, please follow these steps:
1. Review the information in the ticket to determine which part of the ticket needs editing.
2. Click "Edit" on the top green bar.
3. Make the necessary changes. Below are the most common sections we adjust:
a. Subject of request/title
Depends on the type and application of the ticket, the terminology might vary.
Change the title based on the actual request.
b. Requestor
Click the field to enter the requestor's name, email or ID number.
If the person cannot be found (e.g., they have not yet activated their student account, they are guests), remain as the same. Then mention their information in the description box.
c. Service
Search under the Service field for the correct Service and select it.
d. Detailed request/Description/Comment
Change the format or the content to make it more understandable.
e. Responsible
If the ticket is under the correct application already, you can assign this ticket to the relevant responsible individual or group in Edit. Otherwise, please move it to the correct application first.
You can also assign the ticket in "Update" or "Assign/Reassign Service Request" under the "Actions" menu.
f. Form
Click the field to choose the right form for this request. Depends on the form you choose, the format of the ticket might look different.
This section can typically be left as is, but adjust if needed.
g. Status
Click the field to choose the right status of this ticket. Different application might have different order or options.
You can also change the status in "Update" under the "Actions" menu.
- New - This ticket has been received but has not been assigned or has not been accepted.
- This is usually the default status of tickets that come in.
- Open - No longer in use.
- Assigned - This ticket has been accepted, but that work on it has not been started.
- When you transfer a ticket to someone else to work on, mark it as "Assigned".
- In Process - This ticket has been accepted and is currently progressing, but that work on it has not been completed.
- When you respond to a ticket that you are taking care of and wait for their reply, make it as "In Process".
- This status will still count under the SLA timer.
- Resolved - This ticket has been resolved.
- When you have completed all the work that needs to be done and have informed the requestor of anything they need to know, mark it as "Resolved".
- If you're not sure about something, it's best to leave it as "In Process" until you hear back.
- Requestors are sent a survey whenever a ticket is changed to "Resolved" or "Closed".
- Closed - This ticket has been closed and there's no further actions are planned.
- You should change a ticket to "Closed" when a customer writes back to confirm that the issue is resolved, or there's no response from the requestor for more than one week since your last reply.
- Cancelled - Indicates that work on a ticket has been withdrawn, or canceled.
- When the ticket you have received is not a request, requires no action, is spam/advertising, or the requester has replied stating that the ticket is no longer needed, mark it as "Cancelled".
- On Hold - This ticket has been suspended but will continue later.
- When you completed your part of the work and is waiting for other people's action, mark it as "On Hold". Often used in OTR.
- This status has a special setting called “Goes Off Hold” which allows you to pick a date and time when the ticket should be automatically taken off hold. Use this setting so you do not lose track of on-hold tickets especially when the status is excluded from everyday reports. Be sure to select an arbitrary date so the tickets are reactivated at some point.
- This status pauses the SLA timer and will not count towards the completing time for the request.
h. Source
This section indicates from where a ticket originated, such as via email, phone, or web.
Click the field to choose the original source of this ticket if needed.
- Chat - 3rd party Chatbot from TWU websites
- Email - Ticket generated from an email
- Field - No longer in use
- Internal - Internal IT tickets
- Phone - Used for Phone Quick Ticket and Voicemail
- Service Catalog - From Service Hub
- Walk-in - Used for Walk-in Quick Ticket
- Web - No longer in use
i. Depending on the type and application of the ticket, there might be additional fields and checkboxes to fill out
4. Click on "Save" on the top left once finished editing.