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Version 6.1 by Christine Sklareski on 2025/03/05 09:07
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5 = Reply to a Ticket =
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Christine Sklareski 6.1 8 There will be times when you need to respond to a question in a ticket or add additional clarifying information to the technician. To do so, open the ticket from the dashboard and then enter your note or question in the Comment field and then click "Add Comment" to submit it.
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18 {{box title="**Contents**"}}
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Christine Sklareski 6.1 22 [[image:IIQ-Comment.png||alt="Comment box in Incident IQ" data-xwiki-image-style-border="true"]]
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Christine Sklareski 6.1 24 Figure 1. Enter your comment in the comment box.
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36 = Add an Attachment =
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Christine Sklareski 1.5 40 Under the comment field, see figure 2, you will find the “Browse” button to upload files or you can drag and drop a file into the comment box. Click “Add Comment’ to submit the reply/file to the technician.
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Christine Sklareski 1.5 50 [[Figure 2. Click Browse to add an attachment to the ticket.>>image:Add-attachment.png||alt="Click Browse to add an attachment to the ticket." data-xwiki-image-style-border="true" height="257" width="418"]]
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61 = View Ticket Timeline =
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Christine Sklareski 1.6 64 View the activity timeline showing at the bottom of the ticket, see figure 3, to review ticket details and see a timeline of the comments and actions pertaining to the ticket. File attachments uploaded by the technician will also be located in the activity timeline.
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Christine Sklareski 1.6 71 [[Figure 3. View ticket activity using the timeline tab.>>image:ticket-activity.png||alt="View ticket activity using the ticket timeline." data-xwiki-image-style-border="true" height="257" width="418"]]
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