How to Claim a Ticket for Resolution in Horilla HRMS

Efficiently managing and resolving tickets is essential to maintain productivity and meet user needs. Horilla, an Open Source Human Resource Management System (HRMS), includes a ticketing system that allows employees to raise concerns and streamline their resolution. This feature makes it easier for team members to track, claim, and manage issues effectively.
In this guide, we’ll walk through how to claim a ticket in Horilla HRMS from the moment it is assigned to the point of active resolution.
What Does “Claiming a Ticket” Mean?
Claiming a ticket refers to taking ownership of a ticket raised by other employees in Horilla’s system. Once a claim request is sent and approved by the admin, you become responsible for resolving the ticket. This includes monitoring progress, implementing necessary steps, and communicating updates until the issue is resolved.
Claiming a ticket is particularly useful when:
- A specific department or individual needs to address the issue.
- You take responsibility for the ticket’s resolution.
- Tracking accountability and progress is essential for reporting purposes.
Now, let’s walk through the step-by-step process of claiming and resolving a ticket in Horilla.
Step-by-Step Guide to Claiming a Ticket in Horilla
Step 1: Navigate to the Tickets
To begin, log into Horilla HRMS and access the Helpdesk from the sidebar menu. This menu gives you tickets, where you can view all open, pending, and resolved tickets related to your role or department.
The tickets view shows various filters to help you find tickets based on priority, department, assignment status, or date. These filters are helpful for managing tickets, especially when there are multiple tickets assigned within a specific department or area.
Step 2: Locate an Unclaimed Ticket
In the Suggested Tickets section, you’ll see all tickets raised against your department or job position. Here’s how to locate a ticket you can claim:
- Browse through the open tickets displayed. If a ticket is unclaimed, it will have a request claim option under the Actions column.
- If a ticket is already assigned to you, it will display a green button indicating your ownership. Clicking this will take you directly to that ticket’s detailed view.
- If the ticket is unassigned, click on the ticket’s name. This opens a description view where you can read about the issue before deciding to claim it.
Employees can only request a claim once for each ticket, so it’s best to ensure you’re ready to manage the resolution before proceeding.

Step 3: Submit a Claim Request
Once you’ve chosen a ticket, click Request Claim to submit your request. This button, typically shown in blue, initiates the claim request process. In the ticket details, you’ll see:
- Ticket Description: A summary of the issue.
- Priority Level: A label indicating how urgent the resolution is (High, Medium, or Low).
- Submitted By: The person who raised the ticket.
- Forward To: The department or person responsible for resolving the ticket.
- End Date: The allocated time to complete the resolution.

The claim request is now submitted for approval by the department manager or admin. Remember that tickets may only be claimed by team members with the appropriate role, so check your access permissions if you encounter any restrictions.
Step 4: Claim Request approval.
Once your claim request is submitted, it is visible to the department manager or admin, who can review and approve it. They may assign tickets based on team availability and priority, or add employees to assist in resolution if multiple roles are required. Admins also have the option to reject claim requests if the issue requires a different approach or expertise.

They can decide the assignees by approving the claim request. Also, they can reject the claim request.

Additionally, admins can assign employees by modifying the assignees. Both admins and department managers can designate employees as assignees responsible for resolving the ticket.
When your claim request is approved, you’ll receive a notification. The ticket’s owner and other relevant team members will also be notified of your assignment.
Step 5: Update Ticket Status and Begin Resolution

After you are assigned to the ticket, you can access its detailed view, just like admins and department managers can. Horilla HRMS provides a comprehensive set of options for tracking, documenting, and communicating your progress on the ticket.
- Add Comments: Keep stakeholders informed of the current status. Use this section to request additional information or confirm details.
- Attach Files: Upload any relevant documents that support your resolution efforts, such as guidelines, screenshots, or reports.
- Adjust Priority: If you determine the ticket’s urgency has changed, you can adjust its priority to reflect this.
- Change Ticket Status: Update the status based on the ticket’s progress. Common statuses include “In Progress,” “On Hold”, “Canceled” or “Resolved.”
- Track History: All activities related to the ticket are logged in a chronological order within the detailed view, making it easy to review previous actions or comments.
As you work through the ticket, make sure to regularly update the comments section with progress notes. This transparency allows the ticket’s owner and your team to stay informed on each step and avoid redundant actions.
Step 6: Mark the Ticket as Resolved
Once you’ve fully resolved the issue, navigate back to the ticket details page. Change the ticket’s status to Resolved to close it officially. This action updates the ticket’s status in the dashboard and notifies relevant parties that the issue is now complete. Your resolution is now recorded, creating a trackable history of the problem and its solution.
Best Practices for Managing Tickets in Horilla
Using Horilla HRMS to manage tickets effectively goes beyond just claiming them. Here are some best practices to enhance your workflow:
- Stay Organized: Regularly check your dashboard for new, unclaimed tickets that may fall under your expertise or responsibility.
- Communicate Consistently: Use the comments section to keep everyone in the loop, especially if the ticket requires coordination between departments.
- Set Realistic Deadlines: estimate and commit to achievable deadlines for ticket resolution. Clear timelines help streamline the process and build trust with colleagues.
- Utilize Notifications: Take advantage of Horilla’s notification system to stay up-to-date on any changes, feedback, or updates related to your claimed tickets.
- Review and Adjust Priority: Always ensure that priority levels are updated as required. Urgent tickets should be prioritized, while lower-priority tickets may allow more flexibility.
Using Horilla’s ticketing system to claim and resolve tickets helps keep tasks organized, promotes accountability, and ensures transparency across teams. By following these steps and best practices, you’ll not only improve your efficiency but also contribute to smoother workplace operations and better inter-departmental communication. Incorporating Horilla HRMS into your daily workflow can make a significant difference in how quickly and effectively you handle tickets. With streamlined processes and clear ownership, you’re well on your way to resolving tickets efficiently and helping your organization run more smoothly.