Ticket Events | Top Previous Next

Every time the Ticket changes its vital information an Event is captured. This is in addition to Audit, which captures all changes in the Ticket. Events are captured based on the following fields:
• | Creation of New Ticket
• | Status Changes
• | Type Changes
• | Impact Changes
• | Priority Changes
• | Owner, Agent, Workgroup changes
The Event Form can be used to look up read only Event information for a particular Ticket. This Form is also useful when it is required to conduct a statistical and quality analysis of Ticket Events for a particular Customer. Select Customer’s name in the Reference field and select certain types of Events and create Ad Hoc report.