Occasionally, we receive garbage requests where you can’t determine what the student is asking for. In that instance, it is appropriate to respond to the student, asking for more clarification. When that occurs, you will choose Cancelled under Request Fulfilled By and select Submit as Closed when responding to the ticket, as we generally don’t leave tickets open unless we need to get back to the student. If the student responds with more information, the ticket will automatically be reopened in LibAnswers.
Here are the steps to do this:
- Once you have composed a response to the student, edit the request and select Cancelled in the Request Fulfilled By drop-down. Click Edit Question to save your selection.
- Choose Submit as Closed, the default option, to close the ticket and send your response to the student.
