button to change the user name.
Click the Calendar/Time
button to change the received date.
button to change the user name.
Click the Calendar/Time button to change the completed date.The Journal tab contains a historical log of actions, such as changes made to information boxes for a ticket. The system automatically posts some of the information in the Journal boxes on the tab; users cannot change that information. A customer service user or manager can use the Journal tab to track and measure customer response time and effort.
The boxes in the upper section of the tab contain general information about the selected ticket, and the list in the Audit Trail section contains the log of actions for the ticket.
To open
The following table describes the information provided on this tab and whether the information can be changed by a user.
| Box/Column | User Can Change | Information Provided |
|---|---|---|
| Received By | Yes | Name of the user who received the information for the ticket and the date received. Click the Find button to change the user name.
Click the Calendar/Time button to change the received date. |
| Completed By | Yes | Name of the user who closed the ticket and the date closed. Click the Find button to change the user name.
Click the Calendar/Time button to change the completed date. |
| Completed by Needed Date | Yes | If the Completed Date is less than or equal to the Needed Date, then this box will be selected automatically. |
| Created By | No | Name of the user who entered the new ticket information into the system and the date created. |
| Updated By | No | Name of the user who last updated ticket information and the date of update. |
| Date Changed | No | Date the ticket record was created. |
| User | No | Name of the user who performed the action on the record. |
| Field changed | No | Names of the fields (boxes) that were changed. |
| Old Value | No | Column displays the information that appeared in the box before the change |
| New Value | No | Column displays the new information. |
| Note | No | Describes what was changed. The system enters these notes, not a user |