Activity Timeline

Every meaningful change to a ticket is recorded as an event and displayed in the Activity timeline on the ticket detail page. This timeline provides a complete, chronological history of who did what and when – useful for context, accountability, and compliance.

Where to find it

Open any ticket from the ticket list.
In the left column of the ticket detail page, scroll below the description card.
The Activity timeline shows all events in chronological order, oldest first.

Each event displays as a single entry with a colored dot indicator, a description of what changed, and a timestamp.

Event types and indicators

Each event type has a distinct colored dot so you can scan the timeline quickly:

Event	Dot color	What it shows
Created	Green	The ticket was created. Shows who created it.
Status Changed	Blue	The ticket’s status was updated. Shows the old status and the new status (e.g. Open to In Progress).
Priority Changed	Orange	The ticket’s priority was updated. Shows the old priority and the new priority (e.g. Medium to Urgent).
Assigned	Purple	An agent was assigned to the ticket. Shows the agent’s name.
Unassigned	Purple	An agent was removed from the ticket. Shows the agent’s name.
Tag Added	–	A tag was added to the ticket. Shows the tag name.
Tag Removed	–	A tag was removed from the ticket. Shows the tag name.
SLA Breached	Red	An SLA deadline was missed. Shows which target was breached (first response or resolution).

Reading value transitions

For events that represent a change from one state to another – such as status changes and priority changes – the timeline entry displays the transition as old value to new value. For example:

Status Changed: Open to In Progress
Priority Changed: Medium to Urgent

This makes it easy to understand exactly what changed without needing to compare snapshots.

Actor attribution

Every event records who performed the action:

Actor	Description
Agent	A support agent made the change through the UI. The agent’s name is displayed.
Customer	The customer triggered the event, such as by replying through the portal.
System	Auxilium itself triggered the event automatically, such as SLA breach detection.

System events

System-generated events like SLA breaches are triggered by background processes, not by a human action. They appear in the timeline with a system attribution so you can distinguish automated events from manual ones.

Timestamps

Each event includes a timestamp showing exactly when it occurred. Timestamps appear on the right side of each timeline entry. The combination of event type, actor, and timestamp gives you a precise record of every change.

Immutability

The activity timeline is append-only. Events cannot be edited or removed. This guarantees that:

Every state transition is permanently recorded.
The full history of a ticket can be reconstructed at any point.
Compliance and audit requirements are met without additional tooling.