Ticket Logs

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Ticket logs show the activity and details of a ticket. Ticket logs are locate at the bottom of tickets, which can be accessed from the Dashboard or from the Ticket dropdown menu.

The following tab information is available in ticket logs:

Public Comments

Public comments are viewable by the user who submitted the ticket, as well as the technicians and admins.

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Replies to email notification are logged in public comments. Email replies by followers are not logged in public comments.

Private Notes

Private notes are not viewable by the user; they are restricted to technicians and admins.

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History

History shows the timeline of changes to the ticket. This includes the addition of followers and service groups.

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Attachments

Attachments can be submitted by the user who submitted the ticket, as well as technicians and admins. They can include information to help resolve the issue, like screenshots of error messages.

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Time Tracked

Time Tracked reflects the time the technician indicated in the details portion of the ticket.

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