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.

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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.

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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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