Activities

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Overview

An Activity is an action that someone performs, such as changing a Priority or performing a Log Comment. The results of a triggered Activity are typically added to the ticket's associated Activity Log table and can be seen in the "Activities" tab within the ticket.

Details

Activities can be initiated from items listed in the ticket's Activities Menu, from a data change to the ticket details, or from the triggering from an Event.

r11.x Screenshot - Notification Options in the Administration Tab

Each system recognized Activity has Notifications and Survey capabilities. Activities are considered a component of Notifications (see image).

Activity Associations are used to correlate a field's data change with an Activity Type. (eg Changing a Group field is regarded as a Transfer Activity. Changing the Description field is regarded as a Field Update. ) The option to log a field's data change is also available via Activity Associations.

Activity Notifications are used to associate a Notification and/or a Survey. In addition, Activities can be flagged as Internal, meaning they are visible to Analysts only.