Work with Issues

You can add comments to an open issue ticket.
casm1401
HID_Self_Service_Issues
Issues are events you might encounter that cause difficulties when following normal operating procedures. An Issue ticket records these events in your service desk's database, along with information about the steps taken to correct the issue.
Add Comments to an Issue
You can add comments to an open issue ticket.
 After you have saved a comment, you cannot edit or delete it.
Follow these steps to add a comment to an issue ticket:
  1. Click the link to your open issues in the "Look up my existing Issues" section of your home page.
    Your list of open issue tickets appears.
     If you know the issue number, you can enter it in the search field and click Go to access the issue ticket directly.
  2. Click the Issue # link for the issue ticket you want to comment on.
    The Issue Detail page appears.
  3. Click the Add Comment button in the upper right-hand corner of the window.
    The Add Comment page appears.
  4. Enter your comment in the User Description field, and then click the Save button.
    Your comment appears in the History section of the Issue Detail page.
Close or Reopen an Issue
You can close an issue ticket, or reopen an issue ticket that has been closed.
To close an issue ticket
  1. Click the link to your open issues in the "Look up my existing Issues" section of your home page.
    Your list of open issue tickets appears.
    If you know the issue number, you can enter it in the search field and click Go to access the issue ticket directly.
  2. Click the Issue # link for the issue ticket you want to close.
    The Issue Detail page appears.
  3. Click the Close Issue button in the upper right-hand corner of the window.
    The Close Issue page appears.
  4. (Optional) Enter a note in the Remarks field explaining why you are closing the issue, and then click the Close Issue button.
    The issue ticket's status is changed to Closed and the Issue Detail page appears.
To reopen an issue ticket
  1. Click the link to your closed issues in the "Look up my existing Issues" section of your home page.
    Your list of closed issue tickets appears.
    If you know the issue number, you can enter it in the search field and click Go to access the issue ticket directly.
  2. Click the Issue # link for the issue ticket you want to reopen.
    The Issue Detail page appears.
  3. Click the Reopen Issue button in the upper right-hand corner of the window.
    The Reopen Issue page appears.
  4. (Optional) Enter a note in the Remarks field explaining why you are reopening the issue, and then click the Reopen Issue button.
    The issue ticket's status is changed to Open and the Issue Detail page appears.