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.

To access the Journal tab:
1. Access the Ticket detail view. See Using the Ticket detail view
2. Click the Journal tab. If the tab is not displayed, click More Tabs. see More tabs

Modify the Journal tab:

Under Audit Trail, select the record that must be modified.

Use this table to determine the information that can be viewed or modified.


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.

Click Save to save the changes.