Re: Viewing Journal Updates once IM has been resolved or closed (725 Views)
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Frequent Advisor
tony kelman-smith
Posts: 55
Registered: ‎07-31-2007
Message 1 of 8 (749 Views)
Accepted Solution

Viewing Journal Updates once IM has been resolved or closed

Hi Experts,

 

Can someone tell me how I can see the Journal Updates once an Incident record has been closed?

 

We've recently started using the Resolved status so that we can calculate true Time to Resolve but now I've noticed that whenever an operator puts in an entry in the Activity log it just shows as Activity Type 'Resolved', irrespective of the Activity type selected (e.g. Operator Update).  This wouldn't be such an issue if you could see the Journal  Updates after the case is closed, so the operators are doing the right thing by putting their updates in the Activity log but all we're seeing is a list of 'Resolved' activities.

 

So to summarise, while the IM is Resolved we just see any activity as 'Resolved' activity-type and can see the Journal Updates but once the IM Is closed we don't see any Journal updates.

 

Are Journal Updates visible via a different View once an IM Is closed or can you tell me the table they're stored in?

 

Thanks very much,

Tony

Frequent Advisor
RajBhuj
Posts: 38
Registered: ‎06-22-2012
Message 2 of 8 (725 Views)

Re: Viewing Journal Updates once IM has been resolved or closed

are you asking where the Activity logs are stored?

If yes, then the table used for the Incident management activity is "activity"

-Rajnee
Honored Contributor
Piku
Posts: 3,972
Registered: ‎06-17-2010
Message 3 of 8 (707 Views)

Re: Viewing Journal Updates once IM has been resolved or closed

Hi,

There is no such restriction OOB, check you respective form whether you have any condition on tab for journal update.
In case of activity log check the probsummary link record for the link line mentioned in VJ of activity subform.

hth,
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PB_123
Posts: 40
Registered: ‎10-31-2012
Message 4 of 8 (690 Views)

Re: Viewing Journal Updates once IM has been resolved or closed

Please check in activityactions table:

Table Name: Probsummary

There will be three modes : Open,Update and close.

 

Any  transactions(EX: when ticket has been opened,Reassignment from One assignment group to another,ticket has been resolved etc)  happening to ticket can be captured in the Journal Updates (as per your requirement and code you write here).

But in case you want to add some additional colums in the VJ(for journal updates), then you need to add the same in the VJ as well.

 

Assign Kudos if the the above inputs  would have help you.

Thanks and Cheers !!!

 

 

 

 

Honored Contributor
John Stagaman
Posts: 3,428
Registered: ‎07-13-2007
Message 5 of 8 (683 Views)

Re: Viewing Journal Updates once IM has been resolved or closed

[ Edited ]

We have to fix this at every customer. 

 

Just copy the journalled updates and/or activity log form objects from the update form and add them to the close form. Then they will be visible. That's all you need to do.

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Frequent Advisor
tony kelman-smith
Posts: 55
Registered: ‎07-31-2007
Message 6 of 8 (671 Views)

Re: Viewing Journal Updates once IM has been resolved or closed

Thanks John. What is the best way to do the copy? Is this something done with Forms Designer or is there another way?

Honored Contributor
John Stagaman
Posts: 3,428
Registered: ‎07-13-2007
Message 7 of 8 (661 Views)

Re: Viewing Journal Updates once IM has been resolved or closed

Yes, use forms designer.

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Frequent Advisor
tony kelman-smith
Posts: 55
Registered: ‎07-31-2007
Message 8 of 8 (524 Views)

Re: Viewing Journal Updates once IM has been resolved or closed

>>>  

We have to fix this at every customer. 

 

Just copy the journalled updates and/or activity log form objects from the update form and add them to the close form. Then they will be visible. That's all you need to do.

>>>

 

Sorry John,  this wasn't as straightforward as I'd anticipated.  Could you expand a little on what you meant?

 

Thanks,

Tony 

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