Cherwell - Training - Closing Ticket Procedure

How to close a ticket and what needs to be completed in the ticket prior to closure.

How to close a ticket:

    • Ask the client if they have any other issues and if everything works fine. Once it is verified that the client's issue is resolved and everything is working for them, close the ticket.
    • There may be some instances where this is not necessary such as drive access requests, but after working here for a while and developing an intuition for tickets, these instances will become clear to you.
  2. Remove the <TAG> at the top of the description (if there is one)
  3. Verify the ticket has all relevant information and you have completed a time log for the ticket.
  4. Select from the One Step folder at the top of Cherwell 
  5. Under the SAITS Support Folder Select Quick Close -- This closes all tasks and closes the ticket.

Give the client closure:

Follow up with the client before closing the ticket. This gives you the chance to voice any questions they may have regarding the ticket. Lastly, it fulfills the full-service cycle from start to finish. 

Use your best judgement for the communication method, for example if you are adding AD rights and haven’t had in person contact with the client an email explaining what you did would suffice. 

What a completed ticket should have:

  • Issue resolution
  • Journals indicating what was done
  • Communication to client that issue was resolved (in-person, email, or phone)
  • Time logs 
  • Tasks that reflect what work was done on the ticket

Keywords:closing, ticket, cherwell, close, tickets, procedure, how to, time log   Doc ID:69160
Owner:Help Desk K.Group:UW-Milwaukee Help Desk
Created:2016-12-01 15:04 CSTUpdated:2019-01-02 13:43 CST
Sites:UW-Milwaukee Help Desk, UW-Milwaukee Student Affairs IT
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