Event log

The event log view presents the list of all operations related to trouble tickets in the HelpDesk system. The event log allows the history of changes to tickets to be tracked, to optimize work and to clarify possible misunderstandings.

Note: the event log includes only ticket-related operations and it does not cover changes in the article database. The event log is visible for operations of Administrators and HelpDesk support employees.

The event log view is coherent with the ticket list and article list views. In the left part of the window, there is the main navigation (see Main views) and the quick preview column. The quick preview allows you to rapidly display a data set from the specific area of interest. For instance, you can display the events related only to applied automations and priority changes or all the events for a given ticket which have taken place in the last week.

To change the displayed columns or their sequence, click the table settings button [icon] in the upper right corner of the table. To sort the table contents by a given column, click the arrow at the column name. Below the table you can select how many tickets are to be displayed per page, and also go to the next pages.

Filters

The quick preview column in the left-hand side of the window offers the following event filters:

•all events related to the ticket object (default selection for the Administrator, option invisible for HelpDesk users),

•all events related to a ticket assigned to me (default selection for HelpDesk users),

•events from last week (option to select the types of displayed events),

•events from last month (option to select the types of displayed events),

•events from last year (option to select the types of displayed events),

•events by type (many items can be selected).

Filtering events by type includes the following options:

Related topics

Starting the HelpDesk interface

Main views

Ticket list

Article list

Automations - overview