Just wondering what everyone is using a best practice for when Technicians update tickets. I'm new to ServiceDesk Pro. I know when resolving a issue to go to the Resolution tab, but lets say some one opens a ticket and says my monitor does not work and I go to the computer and see it's dead, how do you update the ticket? And a note? work log?

 

Currently i've been using notes?

 

Any thoughts? let me know.

 

Thanks