An open trouble ticket can be closed once the cause of the alarm has been identified and corrected. If you have the appropriate permissions, you can close the tickets, or they can be closed by Operations or the system.
NOTE: You can only close a ticket that you accessed through the Network Details > Trouble Tickets screen.
New Ticket View
To close a trouble ticket:
Find the open trouble ticket using one of the following paths:
If you know the ticket number, enter the ticket number in the upper left Enter Ticket ID field on the main screen. Then click the Search Trouble Tickets button.
Click the location or device element in the navigation tree that contains the ticket. The list of open tickets appears in the Network Details > Trouble Tickets sub-tab. The list of open tickets appears. To show ticket details, click the ticket number of interest.
Select the Home > Details sub-tab. The upper pane shows the current list of open tickets. To show ticket details, click a ticket number, or click the Show All Tickets link.
Select the Home > Dashboard sub-tab. The upper pane shows the current list of open tickets. To show ticket details, click a ticket number.
NOTE: For page examples, see Tracking a Trouble Ticket.
The ticket details and chronology of activities appear in the lower section of the window.
Click the Close Ticket button. If there are no open alarms on the selected ticket, a dialog window opens with a list of closing codes. If there are open alarms, the dialog will say so and not allow closure.
Click the option for the appropriate closing code.
Example:
.
Click Proceed.
When the verification screen appears, click Close.
Related topics:
Tracking an Open Service Request (Work Ticket)
Viewing a Closed Service Request (Work Ticket)
Viewing the Installation Calendar