---
title: "Isolating Trouble Tickets, Follow-Ups and Journals"
slug: "isolating-trouble-tickets-follow-ups-and-journals"
updated: 2026-08-10T20:22:20Z
published: 2026-08-10T20:22:20Z
canonical: "help.idibilling.com/isolating-trouble-tickets-follow-ups-and-journals"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.idibilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Isolating Trouble Tickets, Follow-Ups and Journals

Journal entries, follow-ups, and trouble tickets are displayed together on the Customer window **Journals** tab by default. You may configure the IDI platform to display them on separate tabs if you wish. This is done via the Config Console. To adjust this setting:

1. In the Config Console, drill down to ***Environment_Name* > Local Services > CostGuardService > *ServerName*_CostGuardServer > Customer Management Settings** **> Trouble Ticket Options**.
2. Double-click **Trouble Ticket Options** (or right-click and choose **Open**). This displays the Trouble Ticket Options window.

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/41850.gif?sv=2026-02-06&spr=https&st=2026-11-14T11%3A13%3A10Z&se=2026-11-14T12%3A13%3A10Z&sr=c&sp=r&sig=Ow43EtYjERAaw1e9AaxZS%2Fm2FycFhFuuyGHglm%2F%2Bpbg%3D)
3. Check the options you want to use:

**Isolate Trouble Tickets Only**: Journal entries and follow-ups appear on the **Journals** tab. Trouble tickets appear on the **Troubles** tab.

**Isolate Trouble Tickets, Follow-Ups and Journals:** Journal entries appear on the **Journals** tab. Follow-ups and trouble tickets appear on dedicated **Follow-Ups** and **Troubles** tabs.

**Display Icon If Any Open Trouble:** If checked, the trouble ticket icon ![Trouble ticket icon](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/28080.gif?sv=2026-02-06&spr=https&st=2026-11-14T11%3A13%3A10Z&se=2026-11-14T12%3A13%3A10Z&sr=c&sp=r&sig=Ow43EtYjERAaw1e9AaxZS%2Fm2FycFhFuuyGHglm%2F%2Bpbg%3D) is displayed on the customer record if the customer has an open trouble ticket. If unchecked, the trouble ticket icon is displayed on the customer record only if the customer has an open RED FLAG trouble ticket.
4. Click **Save**.
5. To return to viewing journal entries, follow-ups, and trouble tickets together on the **Journals** tab, un-check **Isolate Trouble Tickets Only** and **Isolate Trouble Tickets, Follow-Ups and Journals** and click **Save**.