Trouble Ticket Journal Entries

To view the journal entries associated with a particular trouble ticket:

1. From either the View Trouble Ticket window or Edit Trouble Ticket window, click the Journals tab. This displays all follow-ups and journal entries associated with the Trouble Ticket.  

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2. To view the details of a journal entry, right-click on the journal entry and select Edit. This displays the Edit Journal window.

To add a new journal entry to an existing trouble ticket:

1. On the Journals tab in the View Trouble Ticket or Edit 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 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.

   

2. Enter the information for the new journal as described below.

   ID (read only)	This field is blank. When you click Save to create a journal entry, the system automatically assigns a unique Journal ID to the new journal entry.
   Reference To (read only)	This field is blank. When you click Save to create a new journal entry for a trouble ticket, the system automatically populates this field with that trouble ticket's Trouble ID.
   Journal Type	Select a journal type from the drop-down list. See Journal Type.
   Journal Status	Select the journal status from the drop-down list.
   Description	Enter a detailed description for the new journal entry (maximum of 4000 characters). The first few words will appear on the trouble ticket's Journals tab on the View Trouble Ticket and Edit Trouble Ticket windows. Note The Description field may or 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. Note 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.

1. Click Save to create the new journal entry and close the New Journal window.

To edit a trouble ticket's journal entry:

1. 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 “Is Retained” 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.

   

2. 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.
   Description	Maximum of 4000 characters. The first few words appear on the Journals tab. Note 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. Note 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.

1. Click Save. This closes the Edit Journal window and updates the Journals tab to reflect the modified journal entry.

Journals, Follow-Ups and Trouble Tickets associated with a customer account can be moved within that account. For example, a Follow-Up originally created on a customer's Trouble Ticket can be moved to be associated to a particular Order or a different Trouble Ticket within that same customer account.

To move a journal, follow-up or trouble ticket from within a customer account:

1. Locate the journal, follow-up or trouble ticket you wish to move.

2. Right-click the item and select Move. This opens the Move Journal/Follow-Up/Trouble Ticket window.

   ID	System-defined identifier of the Journal/Follow-Up/Trouble Ticket item. (read-only)
   Description	Description entered for this Journal/Follow-Up/Trouble Ticket item. (read-only)
   Move From	Current association of the item as shown in the Reference To column of the list. Examples: Order #1234, Customer #56789. (read-only)
   Move To Type	List of items within the customer account that the Journal/Follow-Up/Trouble Ticket can be moved to. (required) This list is based on item's Journal Class and what it is currently with: Account, Order, Follow-Up, or Trouble Ticket. See the Table of Journal Item Allowable Moves for more information.
   Move to ID	ID of the Account, Order, Follow-Up or Trouble Ticket the item is moving to. (required)

1. Enter the appropriate information and click Save.

Table of Journal Item Allowable Moves

The following table lists the Journal Class of the item being moved, its current association, and the locations it can be moved to within the customer account.

Move is Available From:

• Customer account Summary Tab

• Customer account Journals Tab (also, Follow-ups and Troubles tabs if the IDI platform is set up to display them)

• Journals associated with an Order

• Open Follow-Ups

• Open Trouble Tickets

• Journal Search Results

• Follow-Up Search Results

• Trouble Ticket Search Results

• Journals associated with a Follow-Up

• Journals associated with a Trouble Ticket

• Follow-Ups associated with a Trouble Ticket

See also:

Permissions for Journals, Follow-Ups and Trouble Tickets

To delete a journal entry from a trouble ticket:

1. On the Journals tab in the View Trouble Ticket or Edit Trouble Ticket window, right-click on the journal entry and select Delete Journal. This displays a confirmation message.

2. Click Yes. This closes the confirmation window and deletes the journal entry from the Journals tab.

To print a trouble ticket's journal entry:

1. 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.

2. 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.