You can search for follow-ups that meet a specified set of search criteria.
To initiate a follow-up search:
On the Applications menu, select Customer Management > Follow-Up Search.
OR
On the applications toolbar, click Follow-Up Search.
This displays the Follow-Up Search window.
Enter the search criteria as described below:
Journal Group
For follow-ups that contain specific Journal Groups, select the check boxes corresponding to Journal Groups.
Assigned To
For follow-ups assigned to a specific person or group, click the ellipsis button. This opens the Select Users window to let you search by a user. See Selecting Users for a Search.
Include Group Members
Check this if you want the search results to include items assigned to individual users who are part of the selected group. See Selecting Users for a Search.
Entered By
For follow-ups entered by a specific person or group, click the ellipsis button. This opens the Select Users window to let you search by a user. See Selecting Users for a Search.
Include Group Members
Check this if you want the search results to include items assigned to individual users who are part of the selected group. See Selecting Users for a Search.
Closed By
For follow-ups closed by a specific person or group, click the ellipsis button. This opens the Select Users window to let you search by a user. See Selecting Users for a Search.
Include Group Members
Check this if you want the search results to include items assigned to individual users who are part of the selected group. See Selecting Users for a Search.
Journal Type
For follow-ups that contain a specific Journal Type, select the check boxes corresponding to Journal Types.
From/To Follow-Up Date
For follow-ups opened on a specific date, enter the date in these fields.
For all follow-ups that were opened on or before a specific date, enter the desired date in the “To Follow-Up Date” field and do not specify a date in this field.
For all follow-ups that were opened on or after a specific date, enter the desired date in this field and do not specify a “To Follow-Up Date”.
For all follow-ups that were opened during a specific time frame, enter the first date to be included in the search results in this field and the last date to be included in the search results in the “To Follow-Up Date” field.
From/To Close Date
For follow-ups closed on a specific date, enter the date in these fields.
For all follow-ups that were closed on or before a specific date, enter the desired date in the “To Close Date” field and do not specify a date in this field.
For all follow-ups that were closed on or after a specific date, enter the desired date in this field and do not specify a “To Close Date”.
For all follow-ups that were closed during a specific time frame, enter the first date to be included in the search results in this field and the last date to be included in the search results in the “To Close Date” field.
View Open Follow-Ups Only
If you only want open follow-ups returned in your search results, check the View Open Follow-Ups Only check box.
Note
Selecting this check box disables the To Close Date and From Close Date input fields.
Show Advanced Results Fields
Includes the following data in the search results: Account Number, Account Status, Order ID, Order Type, Order Status, Order State, Exec ID, and Execution Status.
Follow-Up ID
For specific follow-up, enter the system-generated ID assigned to that follow-up.
Click Search. This displays the Search Results window with the follow-ups that match the specified search criteria. If no search criteria is specified, all follow-ups are returned in the search results.
(Show picture)
Note
Only accounts matching a limit-to profile of the user, or follow-ups assigned to the current user, are shown in the search results. If you try to access an account that does not belong to your user limit-to profile (i.e., follow-up was assigned to you, but the account is outside of your ULT Profile), an error is displayed and the account does not open.
From the Search Results window, you can perform the follow-up functions described below. To perform a function, right-click the follow-up and select the function from the context menu. The available menu options vary depending upon the type of follow-up you selected.
Menu Option
Linked To Customer Account
Linked To Trouble Ticket
Journal Type Indicates Report Available
Journal Type Indicates File Processed /Exported
Edit*
X
X
X
View*
X
X
X
X
Close Follow-Up**
X
X
X
View > Report
X
View > Trouble Ticket
X
View > Customer
X
Move
X
X
Display on Customer Summary Tab
X
Bulk Close Follow-Ups
X
X
X
X
Bulk Reassign Follow-Ups
X
X
X
X
New > Follow-Up
X
X
X
X
* Edit appears when a follow-up is open. Once it is closed, View appears in the menu.
** Close is only available for open Follow-ups.