Issues › Add Activities to an Issue › Activities Fields

Activities Fields

The following fields are present on one or more of the pages available through the Activities menu on ticket detail pages:

Number

Specifies the number of the item for which activity is being recorded. Cannot be edited.

Summary

Specifies the summary description of the record. Cannot be edited.

Activity Type

Specifies the type of activity being recorded. For example, if you select Log Comment from the Activities menu, the Activity Type is Log Comment. Cannot be edited.

Current Status

Specifies the current status of the record. Cannot be edited.

New Status

Specifies a new status to be assigned to the record.

Current Priority

Specifies the current priority level of the record. Cannot be edited.

New Priority

Specifies a new priority level to be assigned to the ticket.

Current Assignee

Specifies the analyst currently assigned to the ticket. Cannot be edited.

New Assignee

Specifies a new analyst to be assigned to the ticket.

Current Group

Specifies the group currently assigned to the ticket. Cannot be edited.

New Group

Specifies a new group to be assigned to the ticket.

Analyst

Specifies the name of analyst who performed the activity. This is the currently logged in user. Cannot be edited.

Internal?

Select this check box if the activity should only be visible to internal users.

Time Stamp

Specifies the date and time the activity began. This is the system date and time the activity record was opened. Cannot be edited.

Date of Activity

The date and time the activity was performed. Defaults to the date and time the activity record was opened, but can be changed.

Time Spent

Specifies the amount of time spent on the activity. Enter this value in hours, minutes, and seconds (hh:mm:ss).

Related Ticket Activity Type

Specifies the type of activity generated for a related ticket, for example, Update Status.

User Description

Specifies the description of the action taken. Click Spelling to check the spelling of the text entered. Click Submit Knowledge to submit the solution to the Knowledge Base.

System Description

Specifies the system description of the action taken. Cannot be edited.

Personalized Response

Specifies the personalized response you want to send for this item. See Personalized Responses for more information.

Note: The Personalized Response field is present only if an active personalized response exists.

Recipients

Specifies the contacts who will receive manual notification pertaining to the ticket. Click Add Recipient to search the contact list, or Remove Recipient to remove the contact from the notification list.

Urgency

Specifies the urgency level associated with the manual notification. Select the appropriate urgency code from the drop-down list.

Current Urgency

Specifies the current value for Area Urgency that is assigned to this ticket.

New Urgency

Specifies the new Urgency that is assigned to this ticket.

Preferred Method

Specifies the preferred method for delivering the manual notification message (for example, Email or Pager_Email).

Message Title

Specifies the subject heading that will appear on the manual notification.

Message Text

Specifies the text that will appear in the body of the manual notification message.

Change

Select an existing change order to which you want to attach the ticket.

Remarks

Enter text explaining why the ticket is being attached to an existing change order.

Impact

Indicates the effect the record has on tasks being performed. Your system administrator can modify the default impact codes, so they can vary from one installation to another.

Current Impact

Specifies the current value for Service Impact that is assigned to this ticket.

New Impact

Specifies the new Service Impact that is assigned to this ticket.