A verb may be in either the active voice (with the subject doing the action) or the passive voice (with the subject receiving the action). If a writer shifts without warning from one to the other, readers may be confused and distracted.
The passage began in the active voice (agent notifies) and then switched to the passive (ticket is listed . . . copy is filed). Because the active voice is clearer and more direct, the writer changed all the verbs to the active voice.
Exercise: Shifts: mood and voice, questions and quotations 1
Exercise: Shifts: mood and voice, questions and quotations 2
Exercise: All shifts 1
Exercise: All shifts 2
Exercise: Editing for shifts