The ticket manager sees the additional section "History" in ticket forms. The system keeps a detailed history of all actions that have been performed in an object by a user or automatically by the system. This detailed information in a ticket is usually not relevant to a service desk employee, but, especially if a ticket is escalated by a customer, it can provide important information for a manager about when and what exactly has happened to the ticket since it was created.
The history cannot be changed or manipulated by any user or administrator.
The processing time in minutes is only calculated when a ticket is closed (time span "Created" to "Closed") and is used for evaluation.
