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When should a Trouble Ticket be closed?
A Trouble Ticket should be closed when either (a) the problem has been solved, or (b) a decision has been reached regarding how it will be addressed. In both cases, it should be closed once the end user has been notified of the outcome.
Who closes a Trouble Ticket?
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The Trouble Ticket should be linked to the bug, then marked back to ITExpress to be closed after a final contact to the end user to let him/her know that this is a longer term effort. Once the bug or story is complete, it would be best if the developer re-opened the linked Trouble Ticket to notify ITExpress that this issue has reached closure.
What happens when a new Sakai Foundation bug or enhancement request is created as a result of a Trouble Ticket?
The URL for the Foundation JIRA should be included as a comment, and the ticket should be sent back to ITExpress for final contact and closing.