Using the Ticket Journal Tab

The Journal tab contains a historical log of actions, such as changes made to information fields for a ticket. The system automatically posts some of the information in the Journal fields on the tab; users cannot change that information. A customer service user or manager can use the Journal tab to track and measure customer response time and effort.

The fields in the upper section of the tab contain general information about the selected ticket, and the list in the Audit Trail section contains the log of actions for the ticket.

  1. To open the Ticket Journal tab:
    1. Open the Ticket Detail view.
    2. Click the Journal tab. If the tab is not displayed, click More Tabs.
  2. To edit the Ticket Journal tab:
    1. Under Audit Trail, select the record that must be edited.
    2. Use this table to determine the information that can be viewed or edited.
      Field/Column User can Change Information Provided
      Received By Yes Name of the user who received the information for the ticket and the date when the information is received.

      Click the (Find) to change the user name. Click (Calendar) to change the received date.

      Completed By Yes Name of the user who closed the ticket and the date when the ticket is closed.

      Click (Find) to change the user name. Click (Calendar) to change the completed date.

      Completed by Needed Date Yes If the Completed Date is less than or equal to the Needed Date, this field is selected automatically.
      Created By No Name of the user who entered the new ticket information into the system and the date created.
      Updated By No Name of the user who last updated ticket information and the date of update.
      Audit Trail
      Date Changed No Date when the ticket record is created.
      User No Name of the user who performed the action on the record.
      Field Changed No Names of the modified fields.
      Old Value No Column displays the information displayed in the field before the update.
      New Value No Column displays the updated information.
      Note No Describes what data is modified. The application enters these notes, not a user.
  3. Click (Save) to save the changes.
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