Update (and close) existing Service Request

Use case scenario: The Call acceptance editor is filled with logged user information (normally end user or customer) and description. A service request already exists, it has been created and already closed. Now it needs to be reopened for updating.

The following actions are involved in the process:

Create	Starts creating a new description on the Descriptions tab.
General Visibility	You make the description visible to the end user by selecting this check box.
Close SR	Allows you to close the Service Request if the user's response has been positive.
User not Accepted	Use if the user does not accept the Service Request solution. The status changes to 'User not Accepted' and the ticket has to processed again.

To update (and close) the existing Service Request:

Continue with opened Call acceptance.
Locate the related service request ticket in Tickets reference catalog.
Open the ticket by double-clicking it and accept it.
If you want to add new information (e.g. additional information requested from the end user) to the ticket, you need to create a new ticket description.
Click the Create button on the Descriptions tab.
Select a Statement Type (standard is 'Comment').
Fill in Ticket Shorttext and Description.
Optionally, you can use the Checklist entry field to add some structured information to the description.
See the Add a new Ticket Description topic for more information.
Check the General Visibility check box to make the description visible to the end user.
Click the OK button.
If the information obtained from the end user leads to closing the service request, then click SR Executed and then Inform User.
The process can be ended by clicking OK or, if we have the user response immediately, the service request can be closed by clicking Close SR (if user response is positive) or User not accepted (if user response is negative).