Viewing and updating tickets - Documentation for Remedy with Smart IT 19.11

After you create a ticket, you can change the details or add new information to it. For example, you can update the ticket status, add activity notes, or change the customer and contact information.

Keeping the information in a ticket up-to-date helps you to make better informed decisions about how to manage the ticket, keeps your personal and group statistics up-to-date, and helps keep the affected customer informed about the progress of the ticket.

You can quickly update ticket information by clicking the Refresh button instead of using the browser back button to view the latest ticket detail. For example, updates do not display automatically when Impact Analysis and Approvals changes are done for a change ticket. Click Refresh to view the latest information for the ticket.