Request More Information For a Ticket

While a ticket in the Design task of the workflow includes insufficient details, you can request more information from the ticket requester. For example, say the ticket requester hasn't provided a business need in the original ticket. You can use the Need More Info button to reroute the ticket back to the requester and request that they add the business justification for a rule change, such as an attached email from a manager which says that the rule change is a valid use case.

To request more information for a ticket, complete the following steps.

1. On the toolbar, click Tickets.
2. Select the ticket to review from the list.

3. If the ticket has insufficient information, click Need More Info.

The ticket is rerouted back to the ticket requester in the Edit Request task of the workflow.