Why：The intake system only works if tickets come back closed: a ticket is done only when the handler reports the outcome, so the floor knows someone is on it.
Pending (and needs-clarification) tickets are listed first, showing station / event / reporter ID / note / time; closed ones are collapsed below.
After actually dealing with the issue, scan your handler ID (must be on the handler list, correction_reviewer, and active).
Choose "Handled & Close" (done) or "Needs Clarification" (ask the reporter for more info), optionally with a one-line handling note.
On submit the system sends a Teams notification with the outcome, and records which handler acted and when.
A "needs clarification" ticket stays open in the pending list — close it once the information is complete.