Resolve or reopen a service request

Close or cancel

1. Open Service Requests.
2. Open the ticket.
3. In the footer, click Close to complete the work, or Cancel if the request should not proceed.
4. In the dialog (Close service request or Cancel service request), add an optional note.
5. Click Close request or Cancel request.Close service request confirmation — Dialog titled Close service request with Close request button

   Tip: Use Archive in the footer to move a ticket to the Archived list without the close/cancel resolution path.

Result: The ticket status shows Resolved, and Close / Cancel are disabled. Closed tickets leave the active Open / In progress / On hold tabs.

Reopen

1. Open the resolved or cancelled ticket (try the Archived tab or search by ID).
2. Open Ticket info.
3. Hover Details and click Edit.
4. Change Status from Resolved to Open (or In Progress / On Hold).
5. Click Save.

Result: The ticket returns to an active status and appears again under the matching list tab.