Resolving an Emergency Call-out ticket type

Resolve the ‘Emergency Call-out’ ticket as soon as the emergency call-out work is complete. Additional work for the problem such as a RCA (Root Cause Analysis) needs to be captured in a seperate ticket.

• Change the status of the escalation to “Resolved”:
• Click ‘Edit’ and select a ‘Resolution’. NOTE, is you skip this step, the ticket will show in your “Assigned to me” queue indefinitely, even though it is in a resolved status.