Add Comments in the Ticket Execution

2 min

This functionality allows registering in comments all the steps for the execution of a ticket.

Before getting started

To execute the ticket in addition to the permission to perform the operation and the previous registration, it is necessary to first enable the parameters 251, 252, 253 e 298. To send comments via email, it is necessary to Configure the messaging service.

Procedure

Access the functionality through the main menu Processes > Ticket Management > Ticket;
Find the ticket you want, click on it, and then on the "Open" icon;
In the "Comments" area, complete the necessary fields (write the pertinent comment, register the date and time spent in the execution of the ticket) and click on the "Add" icon. It is possible to allow this information to be viewed by the requester when selecting the "Public" field, in addition to being able to send the comment by email.

🖊 Note:

The history of all ticket comments can be viewed by clicking on the "History" tab on the upper right side of the screen.