This article explains how to resolve a ticket in Jira Service Management.
Step-by-step guide
When you open a ticket, you will see a blue button on the right. This provides you with the status of the ticket.
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.
To resolve a ticket, change the status to resolved. Once changed, a pop-up would appear for you to add an internal comment or to respond to the customer.
Once comments or responses have been added, click on Resolve this issue to save the status and other changes.
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