ServiceDesk

Hello,

Can someone tell me if it is possible to edit portions of a ticket after the primary task is closed?

Example:  The HelpDesk group creates a new incident which includes a primary task for them and a sub-task for the server group.  The HelpDesk resolves their primary task but them realizes they made a mistake on the title and description.  They need to be able to open the edit window, but they have already resolved their task.   (The sub-task for the server group is still open).

Thanks for any direction with this.

You can configure the "Process Info" webpart with the permission to be edited.

To do this, logon as an admin to the SD and select "Page List" from the "Site Actions" drop-down above the menu bar.

In the left frame expand "Process View Pages", select "SD Incident View" then click on "Go to Page" in the right frame.

Now you have the possibility to edit the web parts by clicking on "Site Actions" drop-down and selecting first "Modify Page" and then selecting "Edit Page".

After those actions you can see the delete and edit icon on the different web parts. Click on the EDIT icon for the "Process Info" webpart.

ENABLE the checkbox "Allow Edit Process" and check in the parts you want to edit (I enabled Title, Name, Process Description).

Scroll down and click on OK.

Now you can open a resolved/closed ticket and you will see the "Edit Process" link under the "Process Info" webpart. Click on that and modify the parts you want to modify.

I really appreciate the input.  It seems to work for some tickets and not others.  Is there a special condition that must be met for a ticket to allow you to make these edits?