Service Manager

About Activity History

The Journal business object stores all of the emails and notes related to the current record as part of the activity history. You can also view notes from associated tasks.

Use the Activity History tab on an employee profile page to manage communication and investigation actions associated with this employee record. The Journal business object displays and manages notes and email messages linked to the parent business object. These entries vary in relation to their use within a business object.

For example, journal entries are created within incidents to record customer interactions. You might add a journal entry when investigating a problem, to track workarounds and troubleshooting activities.

•Accessing the Activity History

•Creating an Activity History Item

•Modifying an Activity History Item

•Deleting an Activity History Item

•Adding a Journal Entry to a Business Object

•Using Read and Unread Flags

Accessing the Activity History

1.Log into the Service Desk Console.

2.Open a business object record.

3.Click the Activity History tab. The application displays a list of history items.

Starting in Service Manager Release 2016.1, the Activity History tab was renamed to Journal for incidents only. For all other business objects, the tab was not renamed.

4.Double-click an item to view activity details.

Activity History Details

Creating an Activity History Item

Emails and notes are automatically added to the Activity History list. You can also manually add an item to the activity history for further documentation of a business object.

1.Log into the Service Manager Application.

2.Open a business object record.

3.Click the Activity History tab. The application displays a list of activities related to that record.

Starting in Service Manager Release 2016.1, the Activity History tab was renamed to Journal for incidents only. For all other business objects, the tab was not renamed.

4. From the New Record Menu drop-down list, click New Email or New Notes.

•Select New Email to send an email follow-up to the customer. The application displays the Email dialog box.

•Select New Notes to record an interaction with a customer. The application displays the New Notes dialog box.

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 field of the email.
To	The email address of the person receiving the email.
CC BCC	Optional. Email addresses to copy (CC) or 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.
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	Detailed notes.

6. Click Save.

The application displays the email or note under the Activity History tab and links it to the record.

Modifying an Activity History Item

1.Log into the Service Manager Application.

2.Open a business object record.

3.Click the Activity History tab. The application displays a list of activities related to that record.

Starting in Service Manager Release 2016.1, the Activity History tab was renamed to Journal for incidents only. For all other business objects, the tab was not renamed.

4.Double-click the item to change. The application displays the Edit dialog box.

5.Modify the item as needed.

6.Click Save.

Deleting an Activity History Item

1.Log into the Service Manager Application.

2.Open a business object record.

3.Click the Activity History tab. The application displays a list of activities related to that record.

Starting in Service Manager Release 2016.1, the Activity History tab was renamed to Journal for incidents only. For all other business objects, the tab was not renamed.

4.Double-click the item to delete.

5.From the tab toolbar, click Delete. The application displays a warning message.

6.Click Continue. The application deletes the item.