In the recent update to NU Service concerning Change Management, we added the ‘View Ticket History’ action that was already present on Incidents and Service Requests.

As with those tickets, this is an invaluable resource for seeing exactly what has been done on a ticket previously. We would recommend checking the history of a ticket as the first thing to do when a ticket hits your queue. Do this by selecting the action from the actions menu and reading through the entries before starting work on a ticket; this will help reduce duplication of effort in (for example) investigating something that has been considered prior to you receiving the ticket.

We welcome any feedback on the ticket history as well in terms of the information presented; if something doesn’t show up that you would expect to, for instance, let us know and we can take a look.