When a technician says that an issue is resolved, the status of the ticket should be changed to "fixed and waiting approval." This is done by going to the ticket and clicking on "(fix issue)" next to the status pulldown menu. This will begin the process of changing the status of the ticket to fixed.
Once the customer agrees that the issue is resolved, the status of the ticket should be changed to "closed." This is done by going to the ticket and clicking on the words "(close issue)". This will begin the process of closing the ticket.
Once a ticket is closed, it can be reopened. This is done by clicking on the "(Reopen this issue)" link next to the section called "status."
Finally, if the ticket is fixed, it appears as though you only have the option to close the ticket. This is untrue. If the ticket's status is fixed, and you want to change the status of the ticket back to "open", then simply go to the ticket and use the status pulldown menu to select a new open status. Then make sure you click the update button.