Customer Care provides the ability to determine if, and when, the system forces a Journal entry on View and/or Edit Customer. This functionality is configured via Manage > Settings. See Customer Care Settings.
Forced Journal entry can occur in one of two ways, depending on the set up:
Silent Journals are created behind the scenes without prompting users to make entries for Journal Type, Status and Description. The default selections for these fields will apply instead. Silent Journals are of the type Forced Journal which are read-only and cannot be edited on the account.
Prompt Journals give users an opportunity to edit the default selections for Journal Type, Status and Description. When this Mode is selected for View Customer Account, on opening a customer account, the Pending Journal icon is displayed as an indication that a Journal will be created on closing the account.
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Clicking the icon displays the Journal Entry form to let users make changes to Journal Status, Type and Description. If the icon is not clicked, the Journal Entry form is displayed on exiting the account.
When this Mode is selected for Edit Customer Account, the Pending Journal icon is not displayed. The Journal Entry form will always be presented on saving changes to the customer’s account. Also, for both View and Edit Customer, Journal Type, Status and Description will be editable on the customer account.
Showing/Hiding Forced Journals
Users have no visual indicator when a Forced Journal is created. To avoid cluttering Journal views, Forced Journals are not displayed in the InfoCenter. When viewing the Journals page for a customer, you can choose whether to hide or show Journals whose Journal Type = Forced Journal (Journals created in Silent Mode). This setting is available under More Options.
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Forced Journals are not editable (Edit, Move, Delete are disabled).