Tickets can be updated from the Ticket Search page. Clicking on the ticket’s name opens the Ticket Maintenance page, where ticket details can be viewed and updated. All ticket data may be updated with the following exceptions:
- Ticket ID
- Details
- Submitted By
- Submitted On
When updating a ticket, two selection links are also available. These links, which appear underneath the Assigned to User field, can be used to automatically make two common ticket assignments:
- Assign to Last Save By User will automatically assign the ticket to the last tracker user to make an update, other than the user who is currently updating the ticket.
- Assign to Myself will automatically assign a ticket to the user who clicks the link.
Any updates made to a ticket are displayed in the Ticket History section. Updates that will be displayed include comments, ticket re-assignments, status changes, file additions and file removals. Updates are stamped with the name of the user who made the update, as well as the date and time at which the update was made. The most recent update is displayed at the top of Ticket History section.