If you click the green Actions button in the upper left of the General tab of a ticket, you will see many options:
The following options are applicable to SPH tickets:
- Update - allows you to add an update to the ticket that can be internal or sent to the requestor.
- Reassign Service Request - use this option to "take" the ticket or assign it to another team member. Once you select this option, a window will open that allows you to type in the uniqname or group name that you want to assign the ticket to.
- Unassign Service Request - use this option to unassign a ticket
- Merge Into - use this option when you have two tickets on the same issue/request. Once you select this option, a window will open that allows you to enter the ticket ID that you want to merge this ticket with.
- Move to Application - only SPH IT staff should use this option to transfer tickets to ITS