Editing the history of a ticket

After an incident, problem, or service request has reached a closed status, it is archived. To modify an archived ticket, use the Edit History action on any tab of the ticket application. The system records all of the changes that you save in a history record.

1. In the Incidents, problems, or Service Requests application, display the record for which you want to edit history.  
2. Select the Edit History action.
3. Edit the appropriate fields.
4. Click Save.