To add a new journal entry to an existing trouble ticket:
On the Journals tab in the View Trouble Ticket or Edit Trouble Ticket window, right-click on any row and select New > Journal. This displays the New Journal window.
Note
When adding a journal entry to a trouble ticket, the “Display on Customer Summary Tab” check box is not provided in the New Journal window. This check box is only provided when adding and modifying journal entries at the customer level, not at the trouble ticket level.
Enter the information for the new journal as described below.
ID
(read only)This field is blank. When you click Save to create a journal entry, the system automatically assigns a unique Journal ID to the new journal entry.
Reference To
(read only)This field is blank. When you click Save to create a new journal entry for a trouble ticket, the system automatically populates this field with that trouble ticket's Trouble ID.
Journal Type
Select a journal type from the drop-down list. See Journal Type.
Journal Status
Select the journal status from the drop-down list.
Internal
Select this check box to flag the journal as internal-only..
Description
Enter a detailed description for the new journal entry (maximum of 4000 characters). The first few words will appear on the trouble ticket's Journals tab on the View Trouble Ticket and Edit Trouble Ticket windows.
Note
The Description field may or may not be editable depending upon your permission settings. To edit this field, both Edit and Edit Description must be enabled in your Permission Profile.
Note
To start a new line, after entering text, hold down the Ctrl + Enter keys. If you hit the Enter key alone, it will automatically close the window.
Click Save to create the new journal entry and close the New Journal window.