Updating issues / transitions / resolution

Owned by Megan Storie
Last updated: Aug 14, 2024 by Michelle Ruoff
1 min read

Overview

HelpDesk+ makes it easy to update Slack requests.  

  1. Locate the issue in your agent channel or threads.

  2. Click View Request.

  3. Choose the Action you wish to update.

  4. Set the resolution type (if needed).

 

Updating Issues

All actions are performed in Jira / JSD as your agent user account. The update itself is identical to the direct update in Jira. 

In the previous video, the Action was Transition. From this view, you can also start a discussion about the request by clicking Discuss issue. Additionally, you can assign the issue to the appropriate individual using the Assign drop-down menu.

Finally, the other options under transition are:

  • Respond to customer

  • In progress, Escalate

  • Cancel request

  • Pending

  • Resolve

Each transition requires a comment before updating the issue; you can cancel here if you selected the incorrect transition.