Reopening Your Tickets

If enabled, you are able to reopen your tickets when specific parameters are met. For example, many organizations will allow you to reopen a ticket that has been marked resolved, but not closed.

To reopen a ticket that has been closed/resolved, you simply need to locate the ticket and click "Reopen".

1. Select the entity you wish to reopen.

2. Click the "Reopen" button.

1. Enter a note that explains why this ticket needs to be reopened and then click "Reopen".

Locate Closed Tickets

Before you can reopen a closed ticket, you first need to locate it. By default, the Self-Service Portal only displays your open tickets. To get to the closed tickets, you will need to either put the ticket number in the global search, or perform a ticket search yourself.

Some organizations may have added a home page widget for your recently closed tickets. This is optional and may not always be present.

Option 1: Enter the ticket number directly in the Global Search

1. Enter the ticket number on the global search.

2. The Global search will return all ticket entities matching that number (Call, Requests, and Tasks).

Option 2: Search for Closed Tickets

You can also search for closed tickets using the portal ticket search for Incidents (Calls) or Requests.

Example: Searching Incidents. This could be labeled Ticket, Call, or whatever language your organization uses.

1. Locate and open the Search you want, Calls or Requests.

2. Complete the search criteria to return a set of tickets that you can then review.