---
title: "Closing a Trouble Ticket"
slug: "closing-a-trouble-ticket"
updated: 2026-08-10T20:22:00Z
published: 2026-08-10T20:22:00Z
canonical: "help.idibilling.com/closing-a-trouble-ticket"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.idibilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Closing a Trouble Ticket

> [!NOTE]
> 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]
> 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

1. Perform a customer search and open the Customer window for a specific customer account. See [Accessing Customer Management Records](/v1/docs/accessing-customer-management-records-customer-search).
2. Click the **Journals** tab, right-click the desired trouble ticket, and select **Close Trouble Ticket**.

This displays the Trouble Ticket Resolution window.

![](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/13129.bmp?sv=2026-02-06&spr=https&st=2026-11-14T11%3A11%3A48Z&se=2026-11-14T12%3A11%3A48Z&sr=c&sp=r&sig=Vufy0D%2FWBEQqTxbJzsVUzk8F4jGnH01YDublyS5SC9Y%3D)
3. Select a resolution and click **OK**. This closes the trouble ticket and updates the **Journals** tab to reflect the closed status.

> [!NOTE]
> 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

1. From any of the tabs within the Edit Trouble Ticket window, click the **Close Trouble Ticket** button at the bottom of the window.

> [!NOTE]
> Note
> 
> The **Close Trouble Ticket** button is not provided if you are modifying a Child trouble ticket.

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/61945.gif?sv=2026-02-06&spr=https&st=2026-11-14T11%3A11%3A48Z&se=2026-11-14T12%3A11%3A48Z&sr=c&sp=r&sig=Vufy0D%2FWBEQqTxbJzsVUzk8F4jGnH01YDublyS5SC9Y%3D)

This displays the Trouble Ticket Resolution window.
2. Select a resolution and click **OK**. This closes the trouble ticket and updates the **Journals** tab to reflect the closed status.

> [!NOTE]
> 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.