The Journals tab on the Customer window lists all journal entries, follow-ups, and trouble tickets that exist for a particular customer.
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Journal entries are used to record miscellaneous information, notes and so on for a customer account.
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Follow-ups are used to define and track actions that need to be performed on a customer account.
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Trouble tickets are used to record problems and track problem resolution. You can add journal entries and follow-ups to a trouble ticket to further document and track problem resolution.
As an option you may set up your system to display journals, follow-ups and trouble tickets on separate tabs.
This section describes:
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How to set up the IDI platform to support this functionality. This includes configuring data management tables and setting up permissions in the Admin Console, and choosing whether to group or isolate journal entries, follow-ups and trouble tickets on dedicated tabs.
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Journal tab contents and functionality (equivalent functionality provided on the Follow-Up and Troubles tabs when you choose to isolate them from Journals).
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Special considerations for auto-assigning follow-ups and trouble tickets. This feature may be used to ensure certain follow-ups and trouble tickets, that require special handling, are assigned to the appropriate group.
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Using the check box: Include items beneath Follow-Ups and Troubles