Question about Worlogs use case
we're starting to use Worklogs but for now we're only ask the technician to register a worklog before escalete the request to any other Techinician or support group, in order for the other tech known what has been done in the request.
I would like to know how do you use the Worklogs and what could be a good practice. It is normally used for the technician to log anything they do or try with the request? Do you require that any activity done in the search for the resolution be register as a worklog?
Thanks and best regards,