Working with Open Tickets | St. George's University

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Working with Open Tickets

Checking Activities on Open Tickets

To check updates on a ticket:

  • On the Homepage, click the Check Ticket Status link.
  • Click the category title link to view the details of the ticket.
  • Scroll to the Activities section of the page to view updates from the analysts.

Updating a Ticket with Additional Comments

To provide the analyst with additional information:

  • On the Homepage, click the Check Ticket Status link.
  • Click the category title link to view the details of the ticket.
  • Enter your comments in the Additional comments text area.
  • Click the Post button.

Resolving a Ticket

Sometimes an end user may find the solution to their reported issue before the analyst has the opportunity to investigate the issue. Should assistance no longer be needed, an end use may resolve their own ticket.

To resolve a ticket:

  • On the Homepage, click the Check Ticket Status link.
  • Click the category title link to view the details of the ticket.
  • Click the Resolve button.

The State of the ticket will be changed to Resolved. A message will be displayed below the State field, in the ticket, indicating that the ticket will be closed in two days, if no further action is taken.


Message which is displayed once an incident is resolved.