Edit or close a help ticket (Resource Manager)

On the Edit Help Ticket page, you can edit or close a help ticket.

When a help ticket is created, a number is automatically generated for that ticket. The servicing team head can assign a team, team member, or another individual; set a priority and status; include an expected completion date; add notes; or close the ticket.

Notes:  The Manage Resources for the District permission is needed at a district or the Manage Help Tickets permission at a site. If your district has set up Destiny's Help Ticket Integration, when a status update is made or a ticket is closed in the third-party help desk system, an email is automatically sent to Destiny. The status will update in Destiny accordingly. In addition, the ticket will show in the proper section of the Track sub-tab, or for closed tickets, appear on the Archive sub-tab.

To view or edit a help ticket:

1. Select Admin > Help Tickets.
   The limiters set in the Customize View section determine what tickets you can see. Change the limiters to see more or fewer tickets.
   
   
2. Next to the ticket you want to assign or reassign a team member to, click .
   

3. Review the item's information. If you have optional permissions, you can click the item barcode number to view its Item Status page, and from there, its Transaction History.
4. To view the help ticket history, click View History.
5. Do one or more of the following:
   

   If...	Then...
   The resource has been submitted for repair	Select the Item submitted for repair checkbox.
   The priority or status changed	Choose the appropriate selection from the associated drop-down. Updating the Status moves the ticket to the corresponding section on the Track sub-tab.
   The servicing team or service team member should be updated	Choose the appropriate selection from the associated drop-down. Important: If you select a servicing team but not a team member, the assignment defaults to the team head. Tickets will remain Unassigned if there is no team head or the team head is removed. When a team is deleted, Destiny converts the Servicing Team assignment to an Individual assignment, retaining the team member as the Individual.
   A person not assigned to a servicing team will repair the resource	Select Individual, and then click Select to find and select a patron.
   The completion date is known	Complete the Expected Completion date field.
   The requester information needs updates	Use Select to find and select a different requester. Add or change the Email or Phone.
   More information is known about the resource that would help the technician	Click Add Note to type a narrative.

6. Click Save.

Close a help ticket

1. Select Admin > Help Tickets > Track sub-tab.
2. Next to the resource you want to edit, click .
3. Use the Status drop‐down to select Closed.
   
4. Click Save. The Resolution page appears.
5. Continue with the steps in Resolution.