Tracking of Ticket Levels
To get an overview of the processing of a ticket, you can use the ticket history or the ticket log, each of which is kept in tabular form.
History
In the "History" area, the users who have edited something on this ticket are displayed in chronological order.
Time of acceptance: This field shows the date and time when the person responsible accepted the ticket.
Person responsible: The user currently responsible for the ticket is entered here.
Level: For each forwarding, the level is increased by the factor one. The initiator (first creator) has level 1.
Last editing: This field shows the date and time when the ticket was last edited by the current responsible person.
Forwarded to: This is where the user is entered to whom the ticket was forwarded. No user is entered here when the last level is reached.
Log
In the "Log" area, the changes made are recorded each time the data is being saved.
When: Here the date and time of saving are specified.
Field: Indicates the name of the field in which the change was made.
Old value: The previous field content can be viewed here.
New value: The newly entered field content is displayed here.
Who: This is where the user who made the change is entered.
Authorizations
Your administrator can add or remove columns within the tables. The table "LOG" initially contains default values.
Here you will find general information on the design of tables.