Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Adding a Journal Entry to a Business Object

By default, comments associated with tasks for a specific record appear in the Activity History tab of the record. You can choose to view or hide notes from tasks associated with the business object.

You can add comments to any business object. By default, comments are enabled in the Details tab of incidents and tasks.

1.Log in to the Service Manager Application.

2.Open a business object record.

3. In the Journal area, click Create.

4.From the drop-down list, select Email, Notes, or Voice Activity Log (if HEAT Voice is enabled on your system).

5.Enter information into the fields.

Email Fields

Field	Description
Category	The category. Choose from the drop-down list: bounced, incoming, or outgoing.
From	This field is auto-filled but can be modified.
From Name	The name that appears in the From box of the email.
To	The email address of the person receiving the email.
CC	Email addresses to copy (CC).
BCC	Email addresses to blind copy (BCC).
Subject	The subject of the email.
Processed	This applies only to incoming emails. After the email listener processes the email, appropriate action is taken (per your configuration) and the processed flag is set to true.
Publish To Web	Makes this email visible to users in the Self-Service Portal.
Email Body Type	Informational only. Can be either HTML or plain text, depending on how this option has been configured.
Attachments	Contains attachments. Click Paste from clipboard or Add Attachment.
Message	Your message. You can format your message using the standard text options.

Notes Fields

Field	Description
Category	The category. Choose from the drop-down list.
Source	The source that started the activity.
Duration (Min)	The number of minutes the activity took.
Publish to Self Service	Makes this note visible to users in the Self-Service Portal.
Summary	A brief summary of the note.
Notes	Your detailed notes.

Field	Description
Subject	The subject of the remote control session. Click Send Remote Session Request. Enter the email address to send the request to and click OK.
Attachments	Contains attachments. Click Attach file or Paste from clipboard.

Voice Activity Log Fields

The system automatically enters the information into the Call Details fields. You cannot modify them.

Field	Description
Agent Notes	Notes about the call from the agent.
System Notes	Notes auto-generated from the system.

6.Click Save.

The system displays the notes under the Journal area of the task with your login ID and date and time. You might need to click Refresh to see the new item.