Verifying tickets in Service Portal

If a ticketing agent puts your ticket in resolved status, you can verify the ticket and confirm the resolution or close the ticket.

About this task

Complete the following steps to verify a ticket.

Procedure

  1. Log in to Service Portal.
  2. In Self Service Center, select the ticket that you want to resolve.
  3. Click Confirm Resolution.
  4. In the Confirm Resolution window, select either Yes or No to verify the ticket.
  5. If you select No, enter an explanation for rejecting the resolution.
  6. Click Submit.

Results

To close the ticket, click Cancel ticket.

To declare the ticket as resolved, click Confirm resolution. After this, an agent follows up and closes the ticket.