Add a Worklog to a Ticket
Worklogs are manual entries in the ticket to record the work progress. Worklogs are used to track the time that is spent on working to resolve or close each ticket. You can add a worklog to a ticket after submitting the ticket or from within the ticket list. You can add worklogs to a locked ticket. You can also share or hide worklogs from a requester and send your worklog as an email.
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- Navigate to WORKPACES> SERVICE DESK> Ticket Center, and click the arrow icon in the row listing the ticket.
Specify the work log type and work log.
The various work log types are:- Client Note- Update- Work- First Contact- ResolvedTo send work log as an email, select Send as an e-mail .
You can share or hide your work log from the requestor by selecting the Client Viewable option.
- Specify the minimum time spent on the work log using the up and down arrow in the Time Spent(Min) field.
- Click Submit.
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Note: You cannot execute actions such as Delete Attachments, Relate or Unrelate CIs, and Relate or Unrelate Tickets on locked tickets.
Copy to New
As an administrator you can copy an existing ticket information to a new ticket. Information specified in the following sections can be copied from an existing ticket to a new ticket.:
- Ticket Information
- Additional Information (Custom fields)