Requestor Updates to a Ticket Request Status

Overview

After submitting a ticket request a technician or admin user can make updates to the request via the Client Portal.

A client only type user can only withdraw, add attachments, or comment.

Updating a Ticket Request's Status

To update a ticket request's status:

1. Navigate to Client Portal > Services application > Ticket Requests.
2. If necessary, modify the search criteria and click the Search button.
3. Click Tickets in the left navigation, then click the title link of the Ticket Request you’d like to update.
4. Click the Actions button, then Update.
5. Fill out the required and optional fields as desired.
6. In the Update Ticket Request popup window, select the contacts you’d like to directly notify about the ticket update by selecting the appropriate usernames from the Notification selection box. Hold the CTRL key to select multiple users.
7. Click the Save button. Your update will be added to the Feed section of the ticket.