You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.

  1. Essentials of Working a Ticket
    1. Starting a Ticket
    2. Confirming/Changing a Ticket’s Issue
    3. Resolution Actions
    4. Ticket Comments and Timeline
    5. Resolving a Ticket
  2. Confirming Asset Details
  3. Ticket Followers
  4. Changing Ticket Requestor Information
  5. Additional Ticket Options
  6. Working a Password Reset Ticket

To begin working any ticket simply select the Start button located near the top of the ticket page.

Once you start a ticket the Ticket Progress section will appear. This is where your work documentation will be entered. Additionally, the system will automatically assign you as the ticket’s agent and change the ticket status to In Progress.


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