Article Seen History

This feature is used to ensure the auditability of the system for critical information. This function allows articles to be displayed in the history in such a way that it is visible who has read the article.

Requirements

The system configuration setting UserArticleSeenHistory needs to be enabled.

Usage

The feature adds an entry to the history, when an agent reads an article.

To see the article seen history:

  1. Open a ticket in the ticket detail view.
  2. Select View History in the menu Actions.

The entries for the notifications about that a person has read the article are shown at the history:

Example Article Seen History

Example Article Seen History

Reading means in this case, that the agent has opened the article detail view. In this case the IsSeen flag is set to 1 and in the ticket history an entry is created with the information which person has read the article.