1. First, view all your open tickets:
  2. Next, select the service request you want to work on
  3. Review the ticket subject, description, and any notes(including screenshots)
  4. Update the Company/Contact if not correct
  5. Next, update the status to In Process if you are intending to work the ticket 
  6. Update the subject to reflect the current issue (sometimes the subject just says "Help!")
  7. Verify the priority is set correctly (outages set to Urgent), default is Low
  8. Update the Service Type and Service Sub-type to the most applicable
  9. Begin investigating and resolving the Service Request