Journals entries allow users to record additional information, notes, communications and another other information that is relevant to a Ticket.
Journal Types allow organizations to provide classifications of the Journals that are being added.
Classification makes it easier to filter and search for particular types of Journal entries and also gives users an at-a-glance indication of the nature of a Journal without needing to read the details.
An example of a typical Journal Type classification scheme may look like this:
Customer Communication |
Customer Status Update |
Information Request |
Internal Note |
Internal Status Update |
Vendor Communication |
Vendor Status Update |
Administrators indicate for each Journal Type whether or not the Journals of that classification will be viewable externally (i.e., viewable to the customer via the OnlineBill subscriber portal).
Journal Types set to external viewing defaults the Journal to customer viewable however the user has the option to override this on an individual Journal basis.
Journal Types set to internal viewing do not allow users to set the viewable status and the Journal will automatically be set to internal only.
Type is required when adding a Journal and the following Journal Types are provided by default:
Internal Note (Internal Viewing Only)
Public Note (External Viewing by default)