To edit a trouble ticket's journal entry:
On the Journals tab in the View Trouble Ticket or Edit Trouble Ticket window, right-click on the journal entry and select Edit. This displays the Edit Journal window.
Note
When modifying a trouble ticket's journal entry, the “Display on Customer Summary Tab” check box is not provided in the Edit Journal window. This check box is only provided when adding and modifying journal entries at the customer level, not at the trouble ticket level.
Edit journal information as described below:
ID (read only)
System-defined ID assigned to this journal entry.
Reference To
(read only)Trouble ID assigned to the trouble ticket associated with this journal entry.
Journal Type
Journal type assigned to this journal entry. See Journal Type.
Journal Status
Journal status assigned to this journal entry.
Internal
Select this check box to flag the journal as internal-only..
Description
Maximum of 4000 characters. The first few words appear on the Journals tab.
Notes:
This field may not be editable, depending upon your permission settings. To edit this field, both Edit and Edit Description must be enabled in your Permission Profile.
To start a new line, after entering text, hold down the Ctrl + Enter keys. If you hit the Enter key alone it will automatically close the window.
Entered By
(read only)ID of the user that originally created this journal entry, followed by the date and time the journal entry was created.
Last Modified By (read only)
ID of the user that last modified this journal entry, followed by the date and time of the last modification.
Click Save. This closes the Edit Journal window and updates the Journals tab to reflect the modified journal entry.