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- Before closing, please check that all ticket fields are appropriately filled out
- Reporter: This should be the user that reported the issue. If a Sighten employee forwarded the email, please ensure they are removed and the actual reported is captured
- Organization: This should be the organization of the actual reporter. Please ensure this is filled out.
The ticket can be closed when:
- Customer has confirmed that the issue is resolved
- We believe the issue is resolved, and at least one attempt to confirm with the customer has been made. If we don’t get a reply 24 hours after we send a confirmation, the ticket can be closed.
- When we can't proceed without customer input (additional details, a more thorough description of what has happened), and the customer has been unresponsive after we’ve attempted to follow up at least twice (2x).
- When there is an active low-priority dev ticket
KnowledgeBase
- If this ticket did not require development work, then it should have been able to be answered fully by information in our KnowledgeBase. The KnowledgeBase is a work in progress, so if this information is not there yet, please create a ticket in the KNOW project indicating this missing information.
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- If the ticket is any type of operations ticket, choose configuration
- If nothing applies, choose Other
More detail on closing tickets