View History
Each time you change the status of a ticket–an Incident, a Problem, or a Service Request–a history transaction is recorded. You can view read-only status and ownership history for the displayed ticket. You might need security authorization to perform this action.
About this task
Table | Description |
---|---|
Status History | Displays a row for each status or ownership change made to the incident record. The row for each change shows the status, the assigned owner or owner group, the date and time of the change, the user name that made the change, any text entered in the Memo field when the change was made, and the time spent in that status by that owner or owner group. |
Status Summary | Displays the total time spent in each status without regard to ownership changes. |
Ownership History | Displays the ownership changes made to the incident, including the date and time of each change and the user name of the person making the change. |
Ownership Summary | Displays the total time spent under each owner or owner group. |
Procedure
- In the Incidents, Problems, or Service Requests application, display the ticket whose history you want to view.
- Select the View History action from the More Actions list. The View History dialog box is displayed.
- View the status and ownership history in the table windows.
- Click OK to close the dialog box.