Work with Incidents or Requests

You can add comments to an open incident or request ticket.
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HID_Self_Service_Inc_Req
Incidents and Requests are tickets that track events that disrupt your organization's normal operational processes. For example, if you are not able to connect to a server that you are normally able to access, you should create an incident or request ticket.
Add Comments to an Incident or Request
You can add comments to an open incident or request ticket.
 After you have saved a comment, you cannot edit or delete it.
Follow these steps to add a comment to an incident ticket:
  1. Click the link to your open incidents in the "Look up my existing tickets" section of your home page.
    Your list of open incident tickets appears.
  2. Click the Incident # link for the ticket you want to comment on.
    The Incident 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 Incident Detail page.
Follow these steps to add a comment to an request ticket:
  1. Click the link to your open requests in the "Look up my existing tickets" section of your home page.
    Your list of open request tickets appears.
  2. Click the Request # link for the ticket you want to comment on.
    The Request 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 Requestt Detail page.
Close or Reopen an Incident or Request
You can close an incident or request ticket, or reopen a ticket that has been closed.
To close an incident ticket
  1. Click the link to your open incidents in the "Look up my existing tickets" section of your home page.
    Your list of open incident tickets appears.
  2. Click the Incident # link for the ticket you want to close.
    The Incident Detail page appears.
  3. Click the Close Incident button in the upper-right corner of the window.
    The Close Incident page appears.
  4. (Optional) Enter a note in the Remarks field explaining why you are closing the incident, and then click the Close Incident button.
    The ticket status is changed to Closed and the Incident Detail page appears.
To reopen an incident ticket
  1. Click the link to your closed incidents in the "Look up my existing tickets" section of your home page.
    Your list of closed incident tickets appears.
  2. Click the Incident # link for the ticket you want to reopen.
    The Incident Detail page appears.
  3. Click the Reopen Incident button in the upper-right corner of the window.
    The Reopen Incident page appears.
  4. (Optional) Enter a note in the Remarks field explaining why you are reopening the incident, and then click the Reopen Incident button.
    The ticket status is changed to Open and the Incident Detail page appears.
To close a request ticket
  1. Click the link to your open requests in the "Look up my existing tickets" section of your home page.
    Your list of open request tickets appears.
  2. Click the Request # link for the ticket you want to close.
    The Request Detail page appears.
  3. Click the Close Request button in the upper-right corner of the window.
    The Close Request page appears.
  4. (Optional) Enter a note in the Remarks field explaining why you are closing the request, and then click the Close Request button.
    The ticket status is changed to Closed and the Request Detail page appears.
To reopen an request ticket
  1. Click the link to your closed requests in the "Look up my existing tickets" section of your home page.
    Your list of closed request tickets appears.
  2. Click the Request # link for the ticket you want to reopen.
    The Request Detail page appears.
  3. Click the Reopen Request button in the upper-right corner of the window.
    The Reopen Request page appears.
  4. (Optional) Enter a note in the Remarks field explaining why you are reopening the request, and then click the Reopen Request button.
    The ticket status is changed to Open and the Request Detail page appears.