Start an investigation

You start every investigation yourself, from the ticket. Tracewell never starts one on its own.

With the Investigate button

1. Open the ticket in Zendesk.
2. In the context panel on the right, click the Apps icon and find Tracewell.
3. Click Investigate.

The app shows the investigation’s status and who started it. It updates by itself while the investigation is queued or running, so you don’t need to reload the ticket. The button stays disabled until the investigation is done or has failed.

With the investigate tag

Add the tag investigate to the ticket and submit it. The tag disappears again once Tracewell has the request. The Tracewell app shows the investigation as if you had clicked Investigate.

What the status means

Status	Meaning
No investigation of this ticket yet	Nobody has started one.
Queued	Tracewell has the request and starts as soon as it can.
Running	Tracewell is investigating.
Done	The investigation has finished. Its verdict shows in place of the status, above the button; see Read a verdict.
Failed	The investigation stopped. The app says why: it took longer than its time limit, or it stopped with an error, also on its retry. Click Investigate to try again. If the app says Tracewell can’t tell which code to read, ask your admin to check the helpdesk’s code mapping first.

A ticket has one investigation at a time. If you or a colleague start one while another is queued or running, you see that one instead of a new one.

If the app says Tracewell refused the request, ask your Zendesk admin to check the app’s settings.