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We have made improvements to the timeline by adding more useful information to it.
Case Rework history is now being shown in the Case timeline, including information such as who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from.
You can select to see Case rework history in the timeline by selecting the new timeline filter feature.
To enable more effective SLA management, we have added the option to see when the Due Date has been changed in the timeline.
If the due date has been updated you will see the new date / time it has been changed to, who changed it, when the change was made and the reason. The reason for the change could be a manual override, Case step change or Ticket category change (maybe linked to due date methods).
You can select to see when the Due Date has been changed or when the Due Date has been missed by selecting the associated options from the timeline filter.
Additionally you can now choose to see Ticket category changes in the timeline by selecting the 'Ticket Category Changed' option from the timeline filter.
The entry in the timeline will show who changed the Ticket category, when they changed it and what it has been changed to.