Using the work log

Use the work log on any ticket (incident, problem, or service request) to enter information about work that has taken or must take place, and optionally to solicit or provide information for an end-user. The work log displays entries for the existing record, any originating record, and any follow-up records.

1. Display the ticket in the appropriate application: Incidents, Problems, or Service Requests.
2. Open the Log tab and the Work Log subtab.
3. Click the View Details icon corresponding to the entry you want to view.
4. To add a new entry, click New Row.
   Default information is filled in automatically, including the Class, Created by, and Date fields. You can overwrite these values and add data in other fields. If you want to make this entry viewable to a self-service user, click the Viewable? check box. All entries marked this way are visible in the View Service Requests application.
5. To modify an entry in the work log, select the Modify/Delete Work Log action.
6. Click View Details corresponding to the entry you want to modify or delete.
7. On the Details page, you can modify any of these fields: Summary, Details, Type, or Viewable.
8. Click OK and the Save icon to save your changes.