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Once you have completed your troubleshooting work, and you are ready to close the ticket, fill in the following fields at the bottom of the ticket. NOTE: If you try to enter some of the information while you are still working on the issue, the reference transaction will be entered twice!! You will then have to delete the duplicate transaction. So, please wait until you are closing up the ticket to record this information.
- "Add to FAQ Group" leave as "Do not add to FAQ Group"
- "Unit" - LTS
- "Location" - usually, this will be "library office"
- "Duration" - Duration refers to the amount of time spent interacting with the patron, and some of the prep work done to fulfill this interaction.
- "# Patrons" - This will usually be just one patron.
- "Patron type" - If you know patron type, record it. Otherwise use "unknown."
- "Mode" - Should be "email"
- "Content/type" - "information" or "software/systems"
- "Prep/follow-up" - If additional time is spent after communication is over with the patron, record the time here.
- "Staff type" - "Other staff"
- "Internal Note" - Record the appropriate hashtags; the list is below.
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