General Information
Customer Role User:
By default, the system considers the Requestor to be the logged-in person.
Agent Role:
For agents, it's necessary that the "Requestor" (previously displayed as "Customer") dropdown includes an email ID.
Customers can raise tickets against any group by default.
Agents, due to their privilege of raising tickets for others, need to be configured with permission to create tickets for all groups.
If an agent is unable to raise a ticket, the most likely situation is that their role doesn't have permission to create tickets..
Audit Requirement:
Every ticket needs to have an audit history of changes performed by the user.
In agent mode, to search for a ticket and open it, at the top of the ticket, you will find a dropdown like the one below.
Clicking on history will display the Audit log as below: