If you are unable to resolve an issue or if your only goal was to capture diagnostic notes, you can do that through this process in the system
If you have been assigned an issue to work on and you're unable to resolve it, you can still capture additional notes for others. This is the same process if you've been asked to diagnose a problem.
To start, open up the issue you've been assigned.
Scroll down below the problem description, and you'll see a line that says "issue not resolved".
Toggle that switch to the on position to indicate that you have not been able to resolve the issue.
Add your additional notes in the section labeled "Describe the resolution".
You can also take additional photos or videos if that's helpful. Once you have added the additional notes, hit send to submit your new information. This will reopen the issue so that it can be assessed again.
