Tip: You can use filters for better results
What is the History tab?
The whole life cycle of the ticket, starting from the Ticket’s import until the current status is described in the History tab.
Inside the Work Place go to Ticket Details → HISTORY
|Displays steps and automated action events. Loop prevention messages will also be displayed within this category.
|Displays ticket-info related occurences.
|Displays communication-related history logs.
|If LSDT details were changed, updates will be visible.
|Displays technical information related to status and timestamps of the ticket.
|Shows technical information related to status and timestamps of the ticket.
|Displays information related to unsuccessful attempts to contact end user.
|Displays interactions from the user with the ticket: Adding/removing escalation, Grabbing/ungrabbing the ticket, Adding/Removing VIP flag, assigning/unassigning partners, and pop-up form feedback.
How to search for history entries
You can search for particular history entries by entering a keyword inside the search box and hitting the enter button.
How to filter for particular history entries
You can filter for one or more history enter types by selecting the desired filter or filters.
Currently, history entries are categorized by: History, Ticket info, MailLogs, LSDT Updates, Time logs, Call logs, and User interactions.
The Reset filters button on the left side will reset all filters and display every category again.
How to expand all or particular history entries
You can expand all or particular history entries to find out more about particular history entries.
If you want to expand all history entries at once, click the Expand logs button in the top-right.
If you want to expand one particular history entry, simply expand the entry by clicking the expand arrow of an entry.