To edit an existing trouble ticket, the Edit trouble ticket permission must be enabled in your Permission Profile. See Follow-Up Permissions.
The following procedure covers normal and parent/child trouble tickets. To edit a trouble ticket:
Perform a customer search and open the Customer window for the applicable customer account. See Accessing Customer Management Records.
Click the Journals tab (or Troubles tab if applicable).
Right-click on the row for the trouble ticket and select Edit > Trouble Ticket.
This displays the Edit Trouble Ticket window. The Hold Reason field is only present when the selected trouble ticket is parked. See Parking/Unparking a Trouble Ticket.
Note
The Close Trouble Ticket button is not provided, if you are modifying either a Child trouble ticket or a parked trouble ticket.
The Edit Trouble Ticket window lets you edit the trouble, location, and contact information that was entered when the trouble ticket was created. See:
The Edit Trouble Ticket window provides several additional tabs for viewing and managing trouble tickets:
The Journals tab lets you add, view, modify, print and delete journal entries and follow-ups for this trouble ticket.
The Hold History tab lets you view a log of park/unpark activity for this trouble ticket.
The Child Troubles tab lets you view and manage child trouble tickets.
The Technician History tab provides a history of all the technicians that have been assigned to this trouble ticket.
The Assigned to History tab provides a history of all the people that have been assigned to this trouble ticket.
You can close the trouble ticket open in this window by clicking Close Trouble Ticket. This displays a dialog box for specifying how the trouble was resolved. See Closing a Trouble Ticket for details.