Community Discussion: How do you use archived ticketing data in Support?

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  • Catherine Michalak
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    Hi,

     

    We would use historical ticket data for audit and controls. 

    Currently this is an issue because when our Risk and Controls person wants to access a ticket to audit / check that a request had the necessary approvals for example, they are not able to access because they don't have access to all tickets in the system. Also, we are not able to add them to a ticket that is Closed or Archived because there's no such option. The only thing we can do is print PDF of the ticket and provide that to them which isn't very scalable and also they are dependent on an agent or admin's availability.

     

    Let me know if the scenario is unclear.

     

    Thanks

    Catherine

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