Trouble Ticket Follow-ups

To view the follow-ups for a trouble ticket:

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

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2. To view the details for a follow-up, right-click on the follow-up and select:

   • Edit, if the follow-up is open. This displays the Edit Follow-Up window.

   • View Follow-Up, if the follow-up is closed. This displays the View Follow-Up window.

To add a new follow-up 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 > Follow-Up. This displays the New Follow-Up window.

   Note

   When adding a follow-up to a trouble ticket, the “Is Retained” check box is not provided in the New Follow-Up window. This check box is only provided when adding and modifying follow-ups at the customer level, not at the trouble ticket level.

   

2. Enter the Follow-Up information. See Adding/Editing a Follow-up for details.

3. Click Save to create the new follow-up and close the New Follow-Up window.

To edit a trouble ticket's follow-up:

1. On the Journals tab in the View Trouble Ticket or Edit Trouble Ticket window, right-click on the follow-up and select Edit. This displays the Edit Follow-Up window.

   Note

   When modifying a trouble ticket's follow-up, the “Is Retained” check box is not provided in the Edit Follow-Up window. This check box is only provided when adding and modifying follow-ups at the customer level, not at the trouble ticket level.

   

2. Edit the Follow-Up information as required. See Adding/Editing a Follow-up for details.

3. Click Save. This closes the Edit Follow-Up window and updates the Journals tab to reflect the modified follow-up.

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

You can close an open follow-up directly from the Journals tab in the View Trouble Ticket window or Edit Trouble Ticket window (Method 1 below). If you have the Edit Follow-up window open, you can also close the follow-up from there as described in Method 2 below.

Method #1

1. On the Journals tab on the View Trouble Ticket or Edit Trouble Ticket window, right-click on the desired follow-up and select Close Follow-Up. This displays a confirmation message.

2. Click Yes. This closes the follow-up and updates the Journals tab to reflect the closed status.

Method #2

1. From any of the tabs within the Edit Follow-Up window, click the Close Follow-Up button at the bottom of the window. This displays a confirmation message.

2. Click Yes to close the follow-up. If you did not make any changes to the follow-up, the confirmation and Edit Follow-Up windows are closed. The follow-up is closed and the Journals tab is updated to reflect the closed status.

   If you made changes to the follow-up prior to clicking Close Follow-Up, you are prompted whether or not to save the changes.

   

3. Click Yes to save your changes and close the follow-up. This displays another confirmation message to confirm whether or not to close the follow-up.

   

4. Click Yes. This closes the confirmation and Edit Follow-Up windows. The follow-up is closed and the Journals tab is updated to reflect the closed status and any changes you made.

To print a trouble ticket's follow-up:

1. On the Journals tab in the View Trouble Ticket or Edit Trouble Ticket window, right-click on the follow-up and select Edit. This displays the Edit Follow-Up window.

2. Click the Actions button in the bottom left-hand corner of the window and select Printable View. See Printing a Follow-Up for more information.