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Work with Existing Tickets (Remedy Smart IT)

This article applies to: Remedy

  1. Open the incident from either Console or Dashboard view.
  2. Click the Activity tab.
  3. Click in the field where "add a note" is displayed and type your update.
  4. (Optional) Click Public if you want your note to be visible to the customer through the MyIT portal.
  5. (Optional) Use the Type dropdown to select the desired note category.
  6. (Optional) To add an attachment, click or tap the paperclip icon, then select the desired file.
  7. When finished, click Post.

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