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Open Tickets will open Tickets where Status is not equal to "Closed".

i21 Agent login

1. Go to Help Desk Menu and expand the Activities sub-menu.
2. Double click on Open Tickets to display Open Tickets search screen.
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3. Status field automatically selected in Filter area and Closed is pre-entered
4. All Open Tickets created for customers will be displayed.
   

Customer Contact login

1. Go to Help Desk Menu and expand the Activities sub-menu.
2. Double click on Open Tickets to display Open Tickets search screen.
3. Status field automatically selected in Filter area and Closed is pre-entered
4. Only open Tickets created for the Customer will be displayed.