Enhanced Close Ticket Screen


Provide a root cause for ticket closure.

To configure ticket root cause:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Actions.
  3. Click the Others tab.
  4. Click the Root Cause tab.
  5. Click Add Root Cause.
  6. Describe the root cause, and then choose the type of tickets two which this cause applies. Click Save.

Now whenever a user chooses Close & Explain on a ticket, the options are available to select: