Viewing the audit trail for tickets

To view the audit trail of a ticket

1. Open the required ticket from the hamburger menu > Help Desk > double-click the required record).

2. Click Audit Trail on the ticket form.
   
   The Audit Trail window lists the ticket activity in order of the last modified date or time.
   

   Important

   • The ticket activity is not tracked for any tickets that are created prior to version 2023 Release 02. The ticket form has the Audit Trail button, however, the Audit Trail window is empty.
   • The Audit trail button is not available on any forms customized prior to version 2023 Release 02. You must manually add the Audit Trail button to the form. For more information, see Customizing-forms-for-groups.

   Ticket activity	Description
   Creating a new ticket	The audit trail lists all the field values that are provided on the ticket form of any new ticket that is created from the technician portal, mobile app, self service, business rule, template, ticket scheduler, or WebAPI.
   Editing the ticket details	The audit trail lists all the field values that are updated on a ticket form from the technician portal, mobile app, self service, business rule, template, or WebAPI. Every time you update a ticket, each instance is displayed as a separate entry in the audit trail.
   Adding, updating, or deleting the ticket notes	The audit trail displays the details of user notes that you have added, updated, or deleted from a ticket. The Duration, Activity Code, Technician or Requestor name, Note Type, Public or Private setting, and Charge are displayed in the audit trail. The message body of the note is not displayed in the audit trail.
   Adding or deleting the ticket attachments	The audit trail displays the details of any attachments that you have added or deleted from the ticket by using the technician portal, mobile app, self service, business rule, or WebAPI. The file name, the file URL, and the file size of the attachment are displayed in the audit trail.
   Adding or deleting child tickets from the parent ticket	The audit trail displays the details of any child tickets that you have added or deleted from the ticket. The child ticket name and summary is displayed in the audit trail.
   Adding or deleting assignments	The audit trail displays the details of any assignments that you have added or deleted from the ticket by using the technician portal, mobile app, business rule, template, ticket scheduler, or WebAPI. The assignment ID and summary is displayed in the audit trail.