Once a Global trouble ticket is created, you can add journal entries to that trouble ticket to track what is being done to resolve the problem. Every action can be recorded in the journal entries associated with that trouble ticket.
Viewing Global Trouble Ticket Journal Entries
To view the journal entries associated with a particular Global trouble ticket:
From the Edit Global Trouble Ticket window, click the Journals tab. This displays all follow-ups and journal entries associated with that Global trouble ticket.
To view the details for a particular journal entry, right-click on the desired journal entry and select Edit. This displays the Edit Journal window.
Adding a Global Trouble Ticket Journal Entry
To add a new journal entry to an existing Global trouble ticket:
On the Journals tab in the Edit Global 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 Global trouble ticket, the “Is Retained” 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.
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The New > Journal function for Global trouble tickets works the same as the New > Journal function for customer trouble tickets. See Adding a Trouble Ticket Journal Entry for more detailed information on adding new journal entries to a trouble ticket.
Modifying a Global Trouble Ticket Journal Entry
To edit a Global trouble ticket's journal entry:
On the Journals tab in the Edit Global Trouble Ticket window, right-click on the desired journal entry and select Edit. This displays the Edit Journal window.
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The Edit journal entry function for Global trouble tickets works the same as the Edit journal entry function for customer trouble tickets. See Modifying a Trouble Ticket Journal Entry for more detailed information on modifying trouble ticket journal entries.
Deleting a Global Trouble Ticket Journal Entry
To delete a journal entry from a Global trouble ticket:
On the Journals tab in the Edit Global Trouble Ticket window, right-click on the desired journal entry and select Delete Journal. This displays a confirmation message.
To delete the journal entry, click Yes.
Printing a Global Trouble Ticket Journal Entry
To print a Global trouble ticket's journal entry:
On the Journals tab in the View Global Trouble Ticket or Edit Global Trouble Ticket window.
Right-click on the journal entry and select Edit. This displays the Edit Journal window.
Click the Actions button in the bottom left-hand corner of the window and select Printable View. See Printing a Journal Entry for more information.