Open Existing Ticket

Use case scenario: The Call Acceptance editor is filled with logged user information (normally end user or customer) and description. The open tickets related to the user are shown in the Tickets reference catalog. Selected tickets (Incidents or Service Requests) can be opened.

The following actions are involved in the process:

To open the existing ticket from the Call Acceptance editor:

1. Continue with the opened Call Acceptance editor.

   Select an existing incident or service request from the Tickets reference catalog.

2. Click Edit or double-click the ticket to open it.

   The ticket is opened and ready for changes.