1. Open the ticket
  2. On the top  menu bar (where you see Incident/Service Request on the left hand side of the bar) do a right click to up a drop down box.  Within this box you will see a few options including ‘Close SPAM’ and ‘Close Duplicate.’
  3. Click on Close SPAM. You will then get a pop up box reading “Are you sure you want to Mark this Ticket as Spam?”  and should click on OK.
  4. The ticket status will change to ‘Resolved.’
  5. In the Resolve Ticket tab, you will see that the Resolution Code is SPAM and the resolution notes state ‘SPAM Ticket.’
  6. No notification will go out to the “client” from which this ticket originated.
  7. This ticket will be flagged as not reportable, by a hidden field on the form. This field is “DNR” and if marked as true, it denotes the ticket should not be included in reporting. When creating reports, be sure to include this DNR field to ensure these incidents are/are not captured, as desired.