Who can use this feature?
- User must meet all permissions defined at the top of this article, plus
- To edit tickets, you must have any one of:
- Ticketing Application-level Security Role permissions: The user will be able to edit all tickets regardless of type
- OR be the reviewer of the ticket
- OR be primarily assigned with the Ticketing application-level security role permission: The user will be able to edit tickets for which they are primarily responsible
While less common than updating, you may need to edit a ticket's fields directly when information needs correction or additional context is needed. Editing is typically done when the client submitted the ticket using the incorrect form, the service on the ticket needs to be changed, the requestor needs to be changed or added, or custom attribute values need to be modified.
To edit a ticket:
- In Work Management, navigate to the Ticketing application and open the desired ticket.
- Click the Edit button at the top of the ticket.
- Modify any fields as needed. Fields left blank will not appear on the ticket detail page.
- Click Save.