Note
Once a trouble ticket is closed, it cannot be reopened.
The following conditions must exist to close a trouble ticket:
The trouble ticket must be open.
The trouble ticket must not be on hold.
The trouble ticket must not be a Child trouble ticket (must not be assigned/linked to another trouble ticket).
Note
To close a Child trouble ticket, you must either close the Parent trouble ticket or unlink the Child trouble ticket from the Parent trouble ticket, before you close it.
Close must be enabled under Security > Profiles > Permission Profiles > Application > CostGuard Client > Customer Management > Customers > Trouble Tickets in your Permission Profile.
You can close an open trouble ticket directly from the Journals tab (Method 1 below). If you have the Edit Trouble Ticket window open, you can also close the trouble ticket from there as described in Method 2 below.
Method 1 - Directly from the Journals Tab
Perform a customer search and open the Customer window for a specific customer account. See Accessing Customer Management Records.
Click the Journals tab, right-click the desired trouble ticket, and select Close Trouble Ticket.
This displays the Trouble Ticket Resolution window.
Select a resolution and click OK. This closes the trouble ticket and updates the Journals tab to reflect the closed status.
Note
If you close a Parent trouble ticket, all of the Child trouble tickets that are linked to that Parent trouble ticket are also closed.
Method 2 - From the Edit Trouble Ticket Window
From any of the tabs within the Edit Trouble Ticket window, click the Close Trouble Ticket button at the bottom of the window.
Note
The Close Trouble Ticket button is not provided if you are modifying a Child trouble ticket.
This displays the Trouble Ticket Resolution window.
Select a resolution and click OK. This closes the trouble ticket and updates the Journals tab to reflect the closed status.
Note
If you close a Parent trouble ticket, all of the Child trouble tickets that are linked to that Parent trouble ticket are also closed.