The Ticket Thread automatically adds new entries when field changes are made to the ticket. Details of updates are logged in the thread, including 'author' of the thread note, the date and time, details of the action, and the status at which the ticket was when the update was made. Manual Notes can also be added in order to record all investigation and testing details.
How to Add Manual Notes:
1. Click into the Ticket.
2. Click the green pencil icon.
3. Write and edit the note.
4. Click Choose File to attach docs.
5. To flag the Note as Important, select the Important Check Box.