By using a solution's journal, you can add a note, add a document reference from the Documents library to the selected solution, or send an email with attachments. The journal option is available for all solution types. Journals from solutions will be automatically added to the case they are used in.

Important

You cannot delete or modify journal entries after you create them.

To add a note to the journal

  1. On the Quick Access bar, click the Solutions tab.
  2. Select a solution from the list, and click Modify
    By default, the Solution Details tab is displayed. Two sections are available on the tab: Main Details and Journal.

  3. In the Journal section, click Note.
  4. In the New Journal dialog box that opens, enter the appropriate information:
    1. Type a name for your note.
    2. Select an access type for your note.
      If you select external, the note will be available to self-service users by using the solution.
      If you select internal, the note will be available only to HR agents.
    3. Enter the note text.
  5. (Optional) In the Attachments section, click New to add a document as an attachment.
  6. Click Save & Close.
    The note is saved in the Journal entries list.

To add a document reference to a solution

  1. On the Quick Access bar, click the Solutions tab.
  2. Select a solution from the list, and click Modify
    By default, the Solution Details tab is displayed. Two sections are available on the tab: Main Details and Journal.

  3. In the Journal section, click Document
  4. In the Document Library pop-up, search for a document. 
  5. Select a document from the Search Results list, and click Select Reference
  6. Click Save & Close.
    The selected document reference is saved in the Journal entries list.

To send an email with journal attachments 

Important

To send emails, your email box must be set up on your BMC Remedy Action Request System server. For more information, see Configuring BMC Remedy Email Engine in the BMC Remedy AR System server online documentation.

  1. On the Quick Access bar, click the Solutions tab.
  2. Select a solution from the list, and click Modify
    By default, the Solution Details tab is displayed. Two sections are available on the tab: Main Details and Journal.

  3. In the Journal section, click Email.
  4. In the Send Email pop-up, enter the appropriate information:
    1. Enter the recipient email address in the To field.
    2. (Optional) Enter recipients into the CC or BCC field (or both).
    3. (Optional) Modify the default email subject line that contains the solution ID. 
    4. Select a priority from the Priority list (the default is Normal).
    5. Enter some text into email body section.
    6. (Optional) Review the file attachments in the Existing Attachments section, and select one or more files. 
    7. Click  to attach the selected files to the email. The files will be displayed in the Add Attachments section. 
    8. (Optional) In the Add Attachments section, click New
      Browse for a document from the drive, and click OK to attach it.
    9. (Optional) In the Add Attachments section, click Document
      Search for and click Select Reference to attach a document from the Document Library.
  5. Click Save & Close.
    The sent email is saved in the Journal entries list.
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