Timeline Options
There are several timeline options available as detailed in the table below. These options can be used to show all ticket updates and notifications, related to a person or a business rule. By looking at the ticket events, you can see the complete history of a ticket. These include ticket properties that are added, removed, or changed, as well as any external notifications associated with the ticket update.
| Timeline Option | Description |
|---|---|
| Show/Hide History | Shows/hides past events that has happened on the ticket |
| Show/Hide Email Headers | Shows/hides header details in the email |
| Expand All Messages | it expands all the previous emails and the recent one |
| Show Inbound Messages | Only displays inbound messages relating to the ticket |
| Show Outbound Messages | Only displays Outbound messages relating to the ticket |
| Merge into Another Ticket | Allows to merge with another ticket in the system |
| Print TImeline | Prints the entire timeline details on to a PDF and emails it to the customer |
| Compress | Emails the timeline details on to a PDF and emails it in a compressed format |
| Show Ticket Rules | Displays all the ticket rules applied on the ticket |
| Show/Hide Form Field Answers | Displays all the form fields assigned to the ticket |