Review and edit your existing tickets

  1. Log into OTRS using your assigned username and password.
  2. Under the Tickets tab, select:
    • All to see all your tickets
    • Open to see only your open tickets
    • Closed to see only your closed tickets
    Tip: By default, you only see tickets that you personally submitted. To see tickets submitted by all users at your company, click the Tickets tab and then select Company Tickets.

    You see a screen similar to the following:



    For each ticket, this screen shows the ticket number, state, queue, and age. It also shows a count of Open, Closed and Total issues.

  3. (Optional): Click any column heading (for example IXIASOFT#, TITLE, or AGE) to sort the tickets in ascending or descending order based on that column.
  4. To open a ticket and review it, double-click it in the list.

    The ticket opens and appears similar to this example:



  5. If you need to add more information to the ticket, click Reply and enter the additional information.

    You can also click Reply to change the priority or the status of the ticket or to make any other changes.

  6. If you made changes, click Submit to update the ticket.

    You will receive a follow-up email from Support-Dita.