Moderators guide

A guide for TicketLog Moderators

Users with Moderator permission level have access to the Show All Tickets screen.

From this screen a Moderator can view and open all tickets, search for tickets with specific text, or filter tickets by ticket state.

The total number of tickets indicated at the end of the list may be higher than the actual number of visible tickets. This occurs when tickets exist in Azure DevOps that cannot be viewed in TicketLog. The most common reason is when tickets are created directly in Azure DevOps.

We apologise for any inconvenience this may cause.

Users can reach the Search screen via the Service Desk's configuration menu, by clicking Show All Tickets:

Note: Please be aware that ticket data is fetched directly from the connected Azure DevOps service. Searching for text or selecting 'Show All' may take a long time to process if your service desk has a large volume of tickets.

Show watchers

When viewing a ticket, Moderators and Administrators now have the ability to 'Show watchers':

From this screen you can see all users who are watchers of the ticket. Watchers are users who will receive a notification when changes to the ticket are made in Azure DevOps, such as a new comment or change in status.