The ticket timeline

The Ticket Timeline is a visual representation of the ticket lifecycle. It is an optional component that only appears on the ticket when it has been selected on the ticket's Ticket Category.

NOTE  Timelines are always read-only.

The timeline shows two horizontal bars. The lower bar represents the target timeline, the upper bar the actual performance. The Create Date is the starting point, and the Due Date (labeled Complete with date and time info) is the end point.

 

On the timeline, the following types of events are represented as visual markers:

Symbol	Description
Ticket Created	Every Ticket Timeline starts with a circle to mark the beginning of the timeline.
SLA Start	When the SLA starts after the ticket is created, it is represented by an I-bar icon spanning both the top and bottom bars, and an icon label below the bottom bar on the target row.
Ticket Created/SLA Start Hybrid	When the SLA starts at the same time the ticket is created, it is marked with an SLA icon inside the circle, and a color change.
	Target Indicators appear on the Timeline Target (lower) bar of the timeline. If two or more targets are scheduled simultaneously, a number in parentheses will appear below the target symbol.
	Event flags appear on the Actual Performance (upper) bar of the timeline and show actual performance of an SLA and/or Ticket Completed event. They have height and stacking variations to help minimize the interference between markers. A green flag indicates that the actual performance occurred before the target date/time, red indicates that it occurred after. IMPORTANT  Any SLA events with target date/times which occur later than or equal to the ticket's due date/time will not be shown on the timeline. You will not see a target, nor will you see an event flag when the event is achieved.
	The You are here marker appears on tickets after a ticket with SLA has passed the SLA Start date/time, or when a ticket without SLA is created. It serves as a visual marker of where the viewer is right now in relation to the rest of the timeline. Completed tickets do not show the You are here indicator.

When you hover over an event flag or a target, a popover message will appear that shows a happy or sad emoticon for performance, the event or target title, and the performance or event due date and time.

IMPORTANT  Any SLA events with target date/times which occur later than the ticket's due date/time will not be shown on the timeline. You will not see a target, nor will you see an event flag when the event is achieved.