Adding entries to a solution journal

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.

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 

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.