To modify an existing Global trouble ticket:
From the Global Trouble Tickets window, right-click on the desired trouble ticket and select Edit.
If the selected Global trouble ticket is NOT on hold/parked (see Parking/Unparking a Global Trouble Ticket), the following Edit Global Trouble Ticket window is displayed.
Note
The Close Trouble Ticket button is not provided if you are modifying a Child Global trouble ticket.
If the selected Global trouble ticket is on hold/parked, the Edit Global Trouble Ticket (On Hold) window is displayed.
Note
The Close Trouble Ticket button is not provided if you are modifying a parked Global trouble ticket.
The Edit function for Global trouble tickets is the same as the Edit function for customer trouble tickets. The only differences are as follows:
Trouble tab - “Display on Customer Summary Tab” check box is not provided in the Edit Global Trouble Ticket window. This check box only applies to trouble tickets that associated with a specific customer. Global trouble tickets are not associated with a specific customer.
Contact tab - “Contacts” does not apply to Global trouble tickets, therefore, this input field is grayed out and cannot be modified.
Location tab - The Select option is not available. Instead, the New and Edit options open the Add/Edit Trouble Location window. See Adding a Global Trouble Ticket.
See Editing a Trouble Ticket for more detailed information on modifying trouble tickets.