Our process strongly relies on the issue going back to
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you for review before closing
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and sometimes before refering to the technical team, This means that
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your issue will only be closed once
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Once an issue has been placed in the status With Customer the client has control on where the ticket transitions to next. This is because they will have access to transition links that allow the ticket to be Reopened or Closed.
Open Status:
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Figure 12 - Service Desk Open Status
With Customer Status:
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Figure 13 - Service Desk With Customer Status
As you can see the client will have access to two options; Close and ReOpen. The client can use these links to control if the ticket gets closed or if the issue should be reopened for further investigation.
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Figure 14 - Close Transition
Clicking on one of the options will provide you with a chance to enter a comment about the transition before moving the issue to the relevant status.
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you are happy your issue or query is resolved. When we put a comment onto your ticket it will move it into the “Awaiting Feedback Stage” to await a response from you regarding the issue.
