How To: Close a Ticket in Asset Infinity

How To: Close a Ticket in Asset Infinity

This section will help us in understanding as to how to close a ticket when it has been raised.
To learn about Raising a Ticket in Asset Infinity, refer to the article titled 'How To: Raise a Ticket in Asset Infinity' in the Quick Links section of the Knowledge Base)

For doing this we have to go into, Asset Infinity Menu > Application > Helpdesk > Manage Tickets 

We will see the following screen: 




Here we see the details related to all the tickets that have been raised. 




Before closing the ticket, we need to check in, in a specific ticket to start its resolution.

We will check in if we belong to that user group and if we are the assignee of the ticket. 




When we click on Check in, it will show us this screen where we need to specify the remarks before checking in on the ticket. When we click on Update, then the ticket is checked in and we can resolve the issue before we close the ticket. 




After checking in, if we need to close the ticket, we need to go into the Edit Option specified by the red rectangle in the above image. 

When we click on it, we see the following screen: 




Here we see the details associated with this ticket which we want to close. 

We can see the location of the asset for which the ticket has been raised. 

Then we can view the specific name of the asset for which the ticket has been raised. 

The ticket type field shows the type of problem for which the ticket has been raised. It can also be specified or changed here.  

The ticket group is also visible according to the type of ticket which we choose. This is the group who is responsible for resolving this ticket. 

 Assignee is the person who has been given the responsibility of resolving the ticket. This person is a part of the User Group which we specified before. This person has the responsibility of closing the ticket. 

Then we see the priority with which this ticket resolution will take place. If the resolution is urgent then the priority can be set to Critical. We can also specify the custom priorities as per our own requirements. 

The Reported Date and Time is added automatically within the application. The reported by person is the person who reports this ticket. 

We can also upload any files if we want to use the “Attach Files” Option. 

When the “Is Closed” Toggle Button is switched as Yes, then this will mean that the ticket has been resolved and hence the ticket ought to be closed now. 

If we scroll down, we will see: 



We get two additional fields as soon as we click on the is closed button. These are the OTP and the reason. 

OTP goes to the person who reported this ticket and that mandatorily needs to be entered to close the ticket. In the reason field we need to specify the reason for the closure of the ticket. 

The Notify Reported By Option is available if we want to notify the reported by person about the updates related to this ticket. 

We can also inform other users regarding this ticket by using the Send Emails to Field. 

We have the description already been added for this specific ticket. 

The ticket no is automatically generated as soon as the ticket has been raised. 

We have discussed about the OTP and the reason fields already, where both need to be filled before the closure of the ticket. 

We need to specify certain remarks related to our findings during this ticket resolution or if any updates have been made to the ticket by us. 




Then we have the Item Details Section where we need to enter the details of the inventory if these have been utilised during the ticket resolution process. 

We need to specify the Location of the Inventory. 

We need to specify the Item Details which include, the Item Name, the quantity of this item consumed during the ticket resolution, the Available Quantity and the total price gets automatically calculated as soon as we enter the information related to the location of the inventory and the Item Name and the Quantity Consumed. 

As soon as we click on Update, the Ticket gets closed, and its status also changes to that. 




After the closure, we can specify certain period of time within which this ticket can be reopened. This can be done by clicking on this Reopen Button.

After clicking on this button, we again see the ticket details section and when we click on update, the ticket gets reopened. 

This is how we can close the ticket. 

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