The NHSmail Helpdesk Self-Service provides the ticket submitter the ability to resolve their ticket in scenarios where no further action is required. This maybe if an issue has been reported which has later been identified to be an issue locally and resolved. In this case, the submitter may mark the ticket as resolved and provide commentary stating that no further action is required.
To mark a ticket as resolved, the following steps should be performed.
- Open an existing active ticket and select the ‘Resolve Incident’ button highlighted towards the top right.
2. Once the ticket has been resolved, the ‘Additional comments’ text box will be presented with a red asterisk requiring commentary to be added. Once the commentary has been added, select the ‘Post’ button.
3. To finalise the updates, select the ‘Save’ button from the top right of the page.
An automated email will be initiated as per the existing process informing the submitter that their ticket has been resolved. The resolution information for tickets resolved by the user will be set as ‘Closed by Caller’.
