Change Communication Overview

Description

This overview feature provides quick access to all communications and journal entries from linked tickets with a single click. Instead of manually navigating through each ticket, you can simply open the overview to see all journal entries, and communications in one centralized location.

Scope of the extension

After installing the Change Communication Overview, an action is available that opens a wizard.

This action is available by default in the Service Desk for changes and tasks.

Display and navigation

The overview provides a structured display of all relevant entries (journal entries and communication) for a selected change. It enables targeted filtering according to specific criteria in order to restrict the display to relevant information.

• Within an individual task, all entries of the parent change are also parent change are also displayed.
• The entries are grouped according to the respective tasks and can be can be expanded to view the complete content.
• Clicking on the group header takes you directly to the quick view of the respective task.

Filter options

The overview can be filtered according to various parameters:

• Date: Only shows entries within a selected time period.
• All: All existing entries are displayed.
• Communication: Only filters entries that contain comments, the receipt or sending of e-mails.
• Status Change: Shows entries that document a change in status (e.g. “In progress”, “Completed”).

In addition, certain status values or communication types can be specifically excluded by removing the corresponding tags in the field provided.