Document number: 15376

 

When you receive an email from "Waiting For Response" regarding your open NorthStar web ticket, a NorthStar technician has requested more information from you about your ticket. Click this icon to see a screenshot of a sample email - ). Follow these steps to respond to the request:

1. Click on the link provided in the email to log into NorthStar web and see your ticket.

2. When the NorthStar web screen opens, scroll down to the Ticket History section of your ticket.

3. The last update in the ticket (at the top of the list) should contain the technician's request for information.

4. After reading the request, type in a response in the blank rectangular field above the Ticket History section.

• If necessary, you can copy and paste from the Ticket History field into the blank field and add your answers as needed.

5. Unless you wish to close the ticket, make sure that you choose No to the question "Do you consider this ticket closed?"

6. When you are done typing your response, click on the Add button, right above the Ticket History section.

 

Your response is recorded in NorthStar web in the Ticket History section and your technician will receive notification of your update via their NorthStar inbox.

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003 All rights reserved.
Created: kcw 11/25/2003
Reviewed: 09/11/2004