If additional work is required to resolve the same incident, can I re-open a ticket?
If a ticket has been completed or cancelled, but additional work is required to resolve the same incident, the ticket can be re-opened by the dispatcher. As a customer, you can request that a ticket be re-opened by adding a note to that ticket. Depending on the nature of the work involved, a new ticket may be created or the old ticket re-opened.
Instructions:
Step 1:After logging into the IT Helpdesk system at helpdesk.ok.ubc.ca with your Novell credentials, click the View My Tickets link under IT, Media and Classroom Services.
Need help logging in? Click the Help link in the Login box.
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Step 2:The My Tickets screen will load, displaying your Open tickets by default. Click the Ticket No. of the ticket you'd like to request be re-opened.
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Step 3:On the Overview tab, click the Add New link in the Notes section, or click the Notes tab and choose to add a new note from there.
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Step 4:Enter your details (explicitly stating why the ticket needs to be re-opened) and click Save. The dispatcher will be notified that you've added a note, and will follow-up.
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Getting back to My TicketsTo go back to the My Tickets screen at any time, click the My Tickets link in the left-hand navigation, or the blue TICKETS link at the top of the page.
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