7.4 Manage Helpdesk Tasks

Helpdesk tasks are generated for every helpdesk ticket raised in the system. If you are a helpdesk user, you can take appropriate actions for your helpdesk tasks.

NOTE:You can Claim or Release a helpdesk task. If you claim a helpdesk ticket from the list of tasks, helpdesk ticket appears in your Self tasks.

  1. Click the Helpdesk Ticket that you want to address.

  2. Add a comment that describes your action.

  3. Perform any of the following actions for the helpdesk ticket.

    Update

    Updates the helpdesk ticket with the comment added in Step 2.

    Complete

    Resolves the helpdesk ticket with the comment added in Step 2.

    Cancel

    Closes the helpdesk ticket with the comment added in Step 2.