...
- Be sure service & prod cat is set
- Enter your time spent (Assignee Effort) and others time spent (Assignment log) and SAVE
- Click Resolve
- Enter final work done, result, etc in Resolution (This will go to the client)
- Ex. Hey there! It's been a few days since we've heard from you and we're concerned. Do you still need some help? If you do, reply with any additional info. If not, no problem - just ignore this email and we'll consider your issue fixed. -YourName
- Set the status reason (Usually No Further Action, may be others)
- Add any additional work info in Notes
- SAVE
- Enter final work done, result, etc in Resolution (This will go to the client)
...