Release Ticket allows you to release individual ownership or a ticket assignment and send the ticket to the ticket owning group (ticket queue).
To release a ticket:
From a working ticket, click Release Ticket in the Next Steps panel. The release Ticket pop-up window is displayed.
Select reason for releasing the ticket from the Reason Code drop-down list.
Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is released to provide further explanation for the Release Ticket reason code.
Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site.
Click OK. The ticket is released to the ticket group and removed from your ticket task list.
