How do I close a ticket?

Owned by Mariya Nomanbhoy (Unlicensed)
Last updated: May 03, 2024 by Deanna Collia
1 min read


Ticket fields complete:

  • 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.

Linked Tickets

  • Check for open linked tickets and make sure to close them if they should also be closed

Choose a resolution

  • Choose Done if your have resolved the issue for the customer
  • Choose duplicate if the issue is 
  • Do not use the other resolution types

Choose a platform area

  • If the ticket is any type of operations ticket, choose configuration
  • If nothing applies, choose Other

More detail on closing tickets