---
title: Registering Ticket Occurrences
slug: itsm-en/registering-ticket-occurrences
description: This document explains the new ticket management functionality that allows users to easily record and manage comments about ticket execution. It includes a user-friendly text editor, the ability to modify or remove comments, and a searchable comment datab
docTags: 
createdAt: 2021-10-27T20:28:47.000Z
---

The functionality allows <font color="#3b9f0f">**recording in comments all the steps of the ticket execution**</font> (its occurrences).&#x20;

In this new version of the functionality of the ticket, a "**Text editor**" will be made available for the insertion of the relevant comments to the occurrences.

:::hint{type="warning"}
⚠️ <u>**Attention**</u>**!&#x20;**

Comments on occurrences may be changed, deleted, or searched (for their content), in the area entitled "**Comments**".
:::

:::hint{type="info"}
🖊 <u>**Note**</u>**:&#x20;**&#x54;he history of all ticket comments can be viewed by clicking on the "**History**" tab in&#x20;
the upper right side of the screen. All actions taken from creation to closure are recorded in the history, serving as Audit.
:::

## 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

1. Access the functionality through the main menu `Processes > Ticket Management > Ticket`;
2. Find the ticket you want, click on it, and then on the "**Open**" icon;
3. In the "**Comments**" area, complete the necessary fields (write the pertinent comment, register 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
   &#x20;"**Public**" field, in addition to being able to send the comment by e-mail.