Ticket modifications: history log

kel_gorl

Hi,

We’re currently encountering issues with ticket modifications. There are instances where the requestor updates a specific field, but the changes are not visible on the agent panel.

Is there a way for us to access the ticket history log to verify these modifications? Alternatively, is there any method that would allow us to confirm whether a change was actually made?

Please see sample image below on agent panel viewing:
[requestor modified the price field but it is not reflecting on agent]

Thank you!

KevinTheJedi

kel_gorl

Can you further explain? Can you replicate yourself? Are you certain the user actually submitted the change successfully? Is the field visible to Agents (Admin Panel > Manage > Forms > click on the Form that the field is on > click Config next to the field > Settings)?

Cheers.

kel_gorl

The field is visible to users in order to modify. User stated that he was able to modify it successfully, but upon checking the ticket number... There was no update happened on the ticket. This incident happened twice to different help topics. Is there a way to access the history log?

KevinTheJedi

kel_gorl

Yea, via the Ticket Thread Events. If you don’t see the change in the Events then it didn’t save successfully.

Cheers.