Rework Tickets are Tickets you have finished working on (i.e., marked “Resolved”) but need to re-open for additional work. You can create a Rework Ticket and Syncro will create a separate Ticket from the original for better tracking.

Tip: The Resolved Tickets and Reworked Tickets reports may be useful here.

To create a new Rework Ticket, follow these steps:

1. Navigate to the Tickets tab.
2. Click the hyperlinked number of the ticket to open its Details Page.
3. At the top, select Rework from the New menu:
   
   Syncro creates new Ticket from the original with "Rework" prefixed in the subject (which you can use in Searches to easily find them). Previous Ticket comments are added to the initial Private Comment:
   
   You can also access the original Ticket and the original line items by clicking on the links in the "Ticket Info" box on the left:
   

Note: You may also see the Ticket Line Items pop-up, which allows you to return the original line items on the Ticket. These line items only show up if they were added to the previous ticket through Add/View Charges (as opposed to adding charges from an invoice):

If you don't want to add these charges to the ticket, click Close to ignore them. 

If you want to add these charges to the ticket, make any changes to the Returned Quantity fields (change the hours to 0 to not include them), then click Add. You can then click Add/View Charges to see them. You will see an anchor icon and the labor rate will be changed to $0.00 since the work did not resolve the problem:

IMPORTANT: You must only do this once. After selecting the number of products to return, the product will be added to a new RMA in the Returns Manager. If you complete the previous step more than once, multiple products will be added to the Returns Manager and can cause issues with your product quantity.