System Action Notes

There are several Action types available which can be set here.

System Action Icon

You can select from four different System Action Icons. The image will appear where a user's profile picture would normally appear in the ticket. From the drop down at the top of the grid, you can select the icon which best works for your system from the following icons:

• Default - a black and white image of the Revelation helpdesk logo
• Person - a silhouette
• Dots - three dots
• Gears - a set of gears

 

System Actions are always tracked, even if not checked off on the list. If checked, then the System Actions will be on all internal reports.

 

The actions cannot be deleted from the system once they are logged. The note will state the date, time and who made the change. If it is unchecked, no information is shown within the ticket about system changes. If the item is checked, it will show all System notes for that ticket. An example of a System Action note is shown below.

 

If the Self Service option is checked, the information will be on the client's reports.

 

Assignment Change	Staff assigned to the ticket is changed by a staff member or Administrator
Ticket Status Change	Status is changed from Open to Closed or another option available for your system
Ticket Priority Change	Priority is changed from default to Low or High
Due Date Change	Due date is manually changed by a staff member.
Parent/Child Change	A change is made to a Parent/Child ticket
Feedback form Sent	A Customer Feedback form was sent
SLA Changed	A change is made to the SLA
Custom Form Changed	A change has been made to a Custom Form
Estimated Ticket Duration Change	Part of GamePlan, a change has been made to the estimated duration of the project.
Ticket Start Date Change	A change has been made to the start date of a ticket.
Ticket Assignment % Change	Part of GamePlan, a change has been made to the percentage of time assigned to staff.
Response at Risk	The response time for the ticket is at risk
Response Late	The response time for the ticket is late
Resolve At Risk	The resolve time for the ticket is at risk
Resolve Late	The resolve time for the ticket is late
Share Action	Share an action with another user
Description Change	An edit is made to the Ticket Description. Provides both the old and new description in the action note.
Template/Workflow Applied	A template or workflow has been applied to the ticket after the ticket was created.