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KACE Product Support Question


How do I close, not delete, a help desk ticket in k1000

01/12/2015 3875 views
I can delete a ticket with a few clicks. Close ticket, however, is nowhere to be found.
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Comments

  • I do see this and the closed status is there, but how do I actually close a ticket? I can see ticket actions from within the ticket, but only an option to delete the ticket
    • How do i actually change the status of a ticket?
      • Make sure the STATUS field in is set to User Modify. This option is in the same area as the STATUS/STATE areas.

All Answers

0
To close a ticket you need to change the STATUS of the ticket to CLOSED. (this is if you left everything as default)

If you go to the Service Desk > Configuration > Queue >"Queue Name" > Customize Fields and Layouts you will see the status values there. You can call the Status whatever you want, just assign the STATE as Closed.

STATES:
Opened - A ticket is opened and the Time Opened counts down
Stalled - A ticket is stalled and the Time Stalled counts down (Time Opened resets)
Closed - A ticket is closed and the Time Closed value is updated with the date and time it was closed.

So you can have a Closed status which is in state Closed and a Resolved status which is also in state Closed. 
Answered 01/13/2015 by: h2opolo25
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