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:
In the Config Console, drill down to Environment_Name > Local Services > CostGuardService > ServerName_CostGuardServer > Customer Management Settings > Trouble Ticket Options.
Double-click Trouble Ticket Options (or right-click and choose Open). This displays the Trouble Ticket Options window.
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
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.Click Save.
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.