Adding and modifying ticket activities

Use this view to add a new activity for work done on the ticket or to modify or update an existing activity. Ticket Activities enable you to track the time, the types of tasks, and any associated costs involved in resolving a ticket. Activities are recorded by activity type and charge rate and are used for billing the customer against their service contracts. You can set up future (follow-up) activities for yourself or another user.

To access the Ticket Activities view:

• Access the Ticket detail view. See Using the Ticket detail view
• Click the Ticket Activities tab. If the tab is not visible, click More Tabs. See More tabs.

To add activity comments to the ticket:

• Use the Comments field to include additional information. See Using a Memo field
• Click Save.

To add ticket activity details and parts using the Advanced view:

• Click Advanced in the Ticket Activities tab. The Insert Ticket Activity view is displayed.
• Complete the ticket activity information fields. See Ticket activity fields
• Click Associate Part to add activity parts in the Ticket Activity Parts area.
• Find a part using the lookup and click Add Selected. See Finding records
• Click Save.

To modify Ticket Activity details:

• Click Edit next to the activity you require to change from the list of ticket activities.
• Modify the ticket activity information fields. See Ticket activity fields.
  Note:  There are several information fields that cannot be modified by the user.
• Click Save.