Once you have added equipment to inventory, you can add, view, and edit Journal Entries, Follow-Ups, and Trouble Tickets for that piece of equipment.
Use the Equipment Search to find the equipment. See Equipment Search.
On the Equipment Search Results table, right-click on the equipment and select View Journals. This displays the Equipment Journals window.
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The Equipment Journals table consists of three tabs: Journals, Follow-Ups, and Trouble tickets which contain the following information.
1st column
A paper clip icon indicates the Journals entry is a Journals Entry. A flag icon indicates the Journals entry is either a Follow-Up or a Trouble Ticket. The color of the flag indicates whether the Follow-Up or Trouble Ticket is open or closed. If it is open, the color indicates its status/severity. See Journal Class for more specific information.
2nd column
Identifies the application that generated the entry. See Journal Group for more specific information.
ID
Displays the system-generated ID for the entry.
Journal Class
Defines the type of Journals entry - Journal Entry, Follow-up, or Trouble Ticket. See Journal Class for more detailed information.
Journal Type
Categorizes the entry within its Journal Group. See Journal Type for more detailed information.
Reference To
(read only)Associated customer account number or order number.
Description
First few words in the Description of the entry.
Assigned To
Individual or group to which the entry is assigned.
Action Date
Date the entry was opened.
Journal Status
Status of the entry.
Entered By
ID of the user that added the entry.
Entry Date
Date the entry was added into the system.
Close Date
Date the entry was closed.
Closed By
ID of the user who closed the Follow-Up or Trouble Ticket.
From this window, you can create new Journals, Follow-Ups, and Trouble Tickets.
Right-click on a row and select New >…
If you are on the Journals tab you can select Journal, the New Journal window is displayed. See Adding a Journal Entry for information about adding a Journal entry.
If you are on the Follow-Ups tab you can select Follow-Up, the New Follow-Up window is displayed. See Adding/Editing a Follow-Up for information about adding a Follow-Up.
If you are on the Trouble Tickets tab you can select Trouble Ticket or Trouble Ticket with Children. Select Trouble Ticket. This displays the New Equipment Trouble Ticket window.
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Enter the appropriate information (see Adding a Trouble Ticket). Click the Location tab and enter location information for this trouble ticket (see Location Tab). Click the Contact tab and enter contact information for this trouble ticket (see Contact Tab). Click Save to create a new Equipment trouble ticket.
The New > Trouble Ticket function for Equipment trouble tickets works in the same fashion as the New > Trouble Ticket function for customer trouble tickets. The only differences are as follows:
Trouble tab - “Is Retained” check box is not provided in the New Equipment Trouble Ticket window. The "Internal" check box is already selected.
Contact tab - “Contacts” does not apply to Equipment trouble tickets, therefore, this input field is grayed out and cannot be modified. You must select a “Contact Type” for an Equipment trouble ticket (this input field is grayed out for a customer trouble ticket and cannot be modified).
Location tab - The Select option is not available. Instead, the New option opens the Add Trouble Location window.
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The Add Trouble Location window contains the following information.
Service Number
Enter the service number associated with the Trouble Ticket.
Service Type
Select the appropriate service type from the drop-down list.
Street1
Enter the street address for the location of the problem being reported on the trouble ticket.
Street2
Enter supplemental address information for the location of the problem being reported on the trouble ticket. Use this field for suite number, apartment number, or other information that will not fit in the Street1 field.
Street3
Enter supplemental address information for the location of the problem being reported on the trouble ticket. Use this field for information that will not fit in the Street2 field.
City/State/Zip
Enter the city, state, and zip code for the location of the problem being reported on the trouble ticket.
Country
Enter the country for the location of the problem being reported on the trouble ticket. The default value is USA.
Click the Validate Address check box to validate the specified City/State/Zip against internal City, State, and Zip Code tax tables.
From the Trouble Tickets tab you can also create a Trouble Ticket with Children Trouble Tickets.
Right-click on a row and select New > Trouble Ticket with Children. This displays the New Equipment Trouble Ticket window as described above except that the Parent Trouble link is disabled. Since the open Trouble Ticket is the Parent, you cannot select a different Trouble Ticket as a Parent.
Enter the information as you would for a single trouble ticket. When you click Save, the Select Customers For Child Trouble Tickets window is displayed. (If you click Cancel, the Trouble Ticket is not created.)
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The Select Customers for Child Trouble Tickets window lists all customers associated with the equipment.
Select the check box next to any Account Numbers you want to include in the Trouble Ticket.
Click Save to add the child trouble tickets for the selected customers.
Once you have included all the necessary information for the Trouble Ticket, click Save to create the Trouble Ticket.