The Audit tab allows one to retrieve and view a full ticket conversation from the database. When entering the audit, there is the option to search for a ticket Label or ID (this is the name an agent gives to a ticket conversation when creating it). Note: the label is editable while a ticket is open, so the search will return the current label established for the ticket.
Enter the Label (or ID). Watch out for capitalization and spaces, as the search is sensitive. Click search, which will either return no results (displaying the message No results found) or list the ticketdetails and messages below.
The information displayed in the search result will include the ticket summary, including label, status, the agent who created it, its creation and last update date and time, along with the ordering of messages, their number of words and time taken to translate. If the ticket is archived, it will also list the reason selected by the agent.
Below the summary, the full list of messages included in the ticket is displayed by order, with the oldest at the top. You will have access to the source and target text along with the UIDs for the messages. This is the information you should provide to the Unbabel teams whenever you are reporting any kind of issue pertaining to a specific message.
Why am I seeing multiple results for the same ID?
Labels are not unique. An agent (or different agents) can create tickets with the same label repeatedly. This will add to the list of results in the audit tab for that ticket label, with the latest record being listed at the top, each one with their summary and list of messages as exchanged in that particular ticket conversation. They are distinguishable by their headers.
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