Keep clarifications for the same problem in the existing ticket. Close marks resolution and retains history. Delete is separate: it removes conversation and ticket-managed attachments, so do not use it when history must be retained.
Supporting documents
- The existing ticket and result of the check requested by support.
Continue the discussion and confirm resolution
- Open Support, find the request by subject or number and read the latest reply and status.
- Check the indicated steps in the application. If the problem continues, describe the result and add useful new information.
- Use Send reply in the same ticket and check that the message appears in the conversation.
- After confirming the operation works, use Close. Keep the solution history; for a different problem, open a separate request.
The conversation retains clarifications and the request closes after resolution is checked.
Related resources
Practical example
You are asked to check invoice F 101 in Issued documents. Retry download, confirm in the same ticket that the PDF opens and close the request. The conversation remains in history.
Frequently asked questions and solutions
It is not resolved yet. Should I send a new ticket?
Check status and latest reply in the existing request. Complete requested information there; a duplicate ticket splits discussion of the same problem.
The closed ticket no longer accepts replies.
Check whether the reply form is available. If the application says the request no longer accepts messages and the problem recurred, create a new one mentioning the earlier ticket number and what changed.