When ever a change is actioned on a Request a Reason is asked for. This is entered into the History tab.

What I'd like to see is this reason pulled out into a more visible place, either another tab or a button that appears like the NOTES button does. It should have a number on it to indicate the numbers of reasons against a request.

The test would remain in the History, but also be shown on it's own on the Button/Tab. That way the service desk team can quickly see the reasons entered against a request in chronological order and if they then need to see the detail they can click on the history ( or link enable each reason to the appropriate history line )
That makes it easier for the review of tickets, and save time mailing technicians when the information is buried in the history.

Regards,
Andy