Our process strongly relies on the issue going back to the client for review before closing, as the diagram above details. This means that client requested issues should only be closed once the client is happy with the resolution.
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:
Figure 12 - Service Desk Open Status
With Customer Status:
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.
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.
