Using the Ticket Journal Tab

The Journal tab contains a historical log of actions, such as changes made to information boxes for a ticket. The system automatically posts some of the information in the Journal boxes 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 boxes 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 open

Open the Ticket Detail view.
Click the Journal tab.If the tab is not visible, click the More Tabs tab.

To edit

Under Audit Trail, select the record you want to edit.

Use the following table to determine what information can be viewed or edited.

Box/Column	User Can Change	Information Provided
Received By	Yes	Name of the user who received the information for the ticket and the date received. Click the Find button to change the user name. Click the Calendar button to change the received date.
Completed By	Yes	Name of the user who closed the ticket and the date closed. Click the Find button to change the user name. Click the Calendar button to change the completed date.
Completed by Needed Date	Yes	If the Completed Date is less than or equal to the Needed Date, then this box will be 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 the ticket record was created.
User	No	Name of the user who performed the action on the record.
Field Changed	No	Names of the fields (boxes) that were changed.
Old Value	No	Column displays the information that appeared in the box before the change
New Value	No	Column displays the new information.
Note	No	Describes what was changed. The system enters these notes, not a user

Click Save to save any changes.