Closure troubleshooting

Cause: your Closure role is requester — the module shows only Meus chamados (My tickets) and redirects anyone who tries to open the board.

• Track your tickets as usual in Meus chamados.
• To handle tickets, ask a team administrator to make you a technician in the team settings.

Cause: completing requires a written solution — closing the Solução do ticket (Ticket solution) window without saving cancels the move. The same goes for Em espera (On hold), which requires the Motivo da Espera (Hold reason).

• Drag the card again.
• Fill in Descreva a solução * (Describe the solution) — or the Motivo da Espera — and save.

Cause: title, description, and category are required to open a ticket.

• Fill in all three fields.
• Also fill in the Campos adicionais (additional fields) the category marks as required.

Cause: only the person who created the ticket decides — other users see the notice "Apenas o criador do ticket pode aprovar/reprovar a solução" (Only the ticket creator can approve/reject the solution).

• Ask the ticket's creator to open it in Meus chamados (My tickets) and use Aprovar solução (Approve solution) or Reprovar solução (Reject solution).

Cause: with the solution Em revisão (Under review), the field shows "Mensagens desativadas enquanto a solução estiver em análise" (messages disabled while the solution is under review); after approval, the chat closes for good.

• Approve or reject the solution to unblock it — rejecting reopens the work.
• If the ticket was already approved, open a new ticket.

Cause: the AI quality check scored the solution below 4. It's a warning, not a block.

• Revise the text with Usar sugestão (Use suggestion), or
• Click Salvar mesmo assim (Save anyway) to send it as is.

Cause: tickets opened from Meus chamados (My tickets) use the requester view, even for technicians.

• Open the ticket from the Board or the Inbox.
• Or click Abrir página completa (Open full page) — the page decides the controls by your role.

Cause: the grouped view hides completed tickets with an approved solution.

• Switch to the Lista (List) view.
• Filter by Status = Concluído (Completed).

Cause: the ticket has no Prazo (Due date) set and the category has no SLA enabled. The deadline comes from the category's SLA according to the severity, or from a manually set due date.

• Ask a technician to set the due date on the ticket (Definir prazo desejado — set desired due date).
• Or enable the SLA on the category (Ativar SLA, with hours per severity).

Cause: the analysis is generated automatically when the ticket is opened and can't be triggered manually — older tickets may not have the button.

• Triage using the ticket's Prioridade (Priority), Severidade (Severity), and Categoria (Category) fields.

Cause: the grouped view in Meus chamados (My tickets) and the Inbox sections load up to 100 tickets.

• Use the Lista (List) tab, which is paginated and shows them all.
• On the board, combine the filters and the Buscar... (Search) field to narrow the queue.