Change the history of tickets and work orders

After some types of tickets and work orders are closed or canceled, they become history records and they no longer appear on the List tab of the related application. You can search for and retrieve these records, and you can update some fields in closed records.  

To change the history of tickets and work orders:

1. On the List tab of the related application, select Advanced Search > More Search Fields.

2. In the More Search Fields window, specify criteria to retrieve the record that you want to update, type Y in the History field, and click Find. The record appears on the main tab of the application. If you retrieved multiple records, they appear on the List tab, and you must select one record.  

3. From the Select Action menu, select Edit History Recordname.

4. Update fields as needed, and then save the record. The record returns to Closed status.

See also

Types of tickets and work orders