Confirming or Changing the Issue

After starting a ticket, your next step is to verify the reported issue. In some cases, it may be helpful to communicate with the requestor first using ticket comments—especially if additional details are needed before confirming the issue.

Confirming the Reported Issue

If the issue described in the ticket accurately reflects the problem with the asset:

1. Click Issue is Correct

2. Continue working the ticket as needed

This confirms the issue for documentation and future reporting.

Changing the Issue

If the issue differs from what was reported:

1. Click Change Issue

2. A window will appear

3. Choose:

   • A new issue category

   • A more accurate issue description

⚠️ Be specific! Accurate issue selection helps streamline reporting and asset tracking.