Ticket resolution in Control Desk Service Portal
Ticket statuses can be updated by ticket agents and by end user actions as tickets are resolved.
When an agent assigns a resolved status to a ticket that is requested by an end user in the
Self Service Center, the user can verify the ticket.
- If the resolution of the ticket is accepted, the ticket status is changed to Closed. A comment is added to the Activity Log for the ticket to indicate that the reporting user or the affected user accepted the resolution.
- If the resolution of the ticket is rejected, the ticket status reverts to Queued. A comment is added to the Activity Log to indicate that the ticket was rejected by the reporting user or the affected user. The comment also includes the explanation that the user entered for rejecting the resolution.
A ticket can be canceled by the user who reports the ticket or by the user who is affected by the ticket. When a user cancels a ticket, the ticket is closed, and a comment is added to the Activity Log to indicate that the ticket was canceled by the user. If the user entered an explanation, the comment also includes the explanation for canceling the ticket.
When the status of the ticket is Closed, it can no longer be edited.