Resolving a ticket

This article explains how to resolve a ticket in Jira Service Management.

When you are viewing a ticket, you will see a blue button at the top of the right panel indicating the status of the ticket.

To resolve a ticket, click on the down arrow in the status button and choose Resolve this issue.

Status definitions:

Waiting for support- This status means when the client is waiting for a response from the support team(assignee).
Waiting for Customer- This status means when the support team(assign) is waiting for a response from the customer.
In Progress- This status means that the request ticket is in progress.
Escalated- This status means that the request ticket has been escalated to the next level of support.
Canceled- This status means that the request has been cancelled. This can be done by both the customer and support team.
Resolved- This status means that the request has been resolved.

Once you have chosen the desired status, a pop-up window will appear for you to add an internal comment or to respond to the customer.

Once comments or responses have been added, click on the blue Resolve this issue button at the bottom of the pop-up window to save your changes.

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