Working a ticket
Moving a ticket through its statuses, what counts as the first response, resolving, reopening and merging duplicates.
Tickets → open a ticket
Working a ticket means picking it up, answering the requester, moving it through its statuses and resolving it — and sometimes reopening it or merging a duplicate into it. This article covers those steps and the rules the product applies along the way.
Pick it up
- Open the ticket from the Tickets list or the Board.
- If nobody owns it, choose Assign to me under Assignee in the Details panel, or pick someone from the list.
Opening a ticket never assigns it to you; claiming it is always a deliberate choice. The assignee list offers the project's team.
What counts as the first response
- On a ticket with a requester, the first reply they can see — from anyone on the team, including the member who raised the ticket for them — meets the first-response target. Internal notes never do.
- On a ticket with no requester, the first comment from anyone other than the person who raised it counts.
- A workspace can also count a person assigning the ticket as the first response. That is a switch in Settings → SLA policies, under What counts as the first response. Automatic assignment never counts.
Change the status
Pick a new Status in the Details panel, or drag the card on the Board. The statuses offered are those of the ticket's workflow. If the workflow lists allowed transitions, only those moves are accepted, and a transition can carry rules of its own:
- only the ticket's assignee may make the move;
- only certain roles may make it;
- certain fields must be filled in first;
- its child tickets must be finished first.
A move that breaks a rule is refused, and the message says what is missing. Admins set this up in Workflows.
Resolve it
Moving a ticket into a final status (Resolved, Closed, or whatever your workflow calls it) records the moment it was resolved, which stops the resolution clock and is what reports measure. A few types add a check first:
- An Emergency change cannot be closed until its Post-Implementation Review is marked complete.
- A service request whose catalog item is fulfilled by handing over a device asks you to hand one over first, or to resolve without one.
After resolution, projects with satisfaction surveys turned on invite the requester to rate the ticket (Satisfaction surveys), and auto-close can move tickets out of waiting statuses for you.
Reopen it
To reopen a resolved ticket, move it from its final status back to an open one. You are asked Why is this being reopened? and must give a short reason before Reopen ticket saves it. The reason goes into the activity log, the ticket's reopen count goes up, and the resolved time is cleared.
Merge duplicates
- On the ticket you want to keep, choose Merge at the top of the page.
- Search for the duplicates by key or title and tick each one.
- Choose Merge and confirm.
Every comment and watcher on the duplicates moves onto the ticket you kept, and each duplicate is moved to its workflow's final status, marked as merged and linked to the one you kept. Duplicates can come from other projects. If a duplicate belongs to a different requester, its public replies arrive as internal notes so they never show on the other requester's pages.