> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket history

> Every important change is recorded: fields, custom attributes, status dwell time, dispositions, and link snapshots.

Tickets keep an audit trail so you can answer “what changed, who changed it, and when?” without reading the whole thread.

## Field and attribute history

Creating or updating a ticket writes **property history** when a tracked value actually changes.

Tracked examples:

* Title, description, summary
* Type, source, priority
* Customer, assignee, assigned team, owner, owner team
* Linked origin conversation
* Parent / merged / split relationships
* First response, resolved, closed, snooze, activity timestamps
* Shared flag
* Custom attribute values (order ID, lists, and so on)

Unchanged values are skipped. Empty or false defaults are skipped on create so opening a ticket does not flood history with blanks.

Custom attribute edits also log **old value → new value** per field, including when a conditional field is [cleared](/guides/tickets/working/attributes).

## Status history

Each status move stores:

* Previous status and new status
* Who moved it
* **Time in previous status**, in seconds

Use this to see whether tickets stall in waiting-on-customer or on-hold.

The first status (on create) is logged as entering the default in-progress status with no “from” status.

## Disposition history

Disposition changes use **from → to** semantics, including clearing a code. Path snapshots keep the breadcrumb readable after codes are renamed. See [Dispositions](/guides/tickets/working/dispositions).

## Conversation and group snapshots

Attaching or detaching [conversations](/guides/tickets/working/conversations) or [tracker members](/guides/tickets/working/tracker-groups) writes a snapshot of the full set (conversation IDs or `#ticket` numbers), not only the one row you clicked. That makes it obvious what the ticket was linked to before and after.

## Workspace audit log

Creating, updating, cloning, and archiving **types** and **statuses** also appear in workspace [audit logs](/guides/workspace-settings/audit-logs) as ticket type or ticket status events.

Applying a disposition on a ticket is a ticket update. It does not write a separate settings audit row.

## How to read history on a ticket

Open the ticket and scroll to:

* **Attribute history** — field and custom attribute diffs
* **Disposition log** — code changes
* Status changes — dwell time between states

Read history when a customer asks why the ticket sat for two days, or when QA checks that required-to-close fields were filled before resolve.