Adding entries to a solution journal

To add notes to a solution

1. Open the Solutions console.

2. Select a solution from the list, and click Modify. 

3. On the Solution Details tab, in the Journal section, click Note.

    Click here to view the screenshot...

   

4. In the New Journal dialog box, enter the appropriate information:

   Note property	Required	Description
   Note name	Optional	The default note name corresponds to the first note template in the list of journal templates.
   Access type	Required	By default, it is internal - the note is available only to HR agents. If you select external - the note is available to HR agents and self-service users.
   Body of the note	Required	You cannot save a blank note.
   Note template	Optional	Click on drop-down arrow, and select a note template to attach some details to the note of the solution. The template that you select automatically populates the details from the solution form.
   Attachments	Optional	Click New to attach documents from your local drive.

5. Click Save & Close.
   The note is saved in the Journal entries list.

To attach a document to a solution

1. Open the Solutions console.
2. Select a solution from the list, and click Modify. 
3. On the Solution Details tab, in the Journal section, click Document. 
4. In the Document Library dialog box, search for a document. 
5. Select a document from the Search Results list, and click Select Reference. 
   The selected document reference is saved in the Journal entries list.

To send an email with journal attachments

1. Open the Solutions console.

2. Select a solution from the list, and click Modify. 

3. On the Solution Detailstab in the Journal section click Email.

    Click here to view the Send Email screenshot...

   

4. In the Send Email dialog box, enter the appropriate information:

   Email property	Required	Description
   To	Required	Click on the search icon, and search for one or multiple recipients by the user name, or type one or multiple email addresses of the recipients.
   CC	Optional
   BCC	Optional
   Access type	Required	By default, it is internal - the email is available only to HR agents. If you select external - the email is available to HR agents and self-service users.
   Email body	Required	You cannot send an email with an empty body.
   Email template	Optional	Notes:  This feature has been improved in version 4.7.01. The template that you select might contain empty values if no value is specified for a variable specified in the journal template. The template that you select automatically generates details from the Solution form, and adds them to the body of the email.  Click the Select Template icon, and select an email template to attach some solution details to the email. Review the template, and modify it if necessary.
   Priority	Required	By default, it is Normal.
   Subject	Required	By default the email subject contains the solution ID.
   Existing attachments	Optional	Displays files that have already been sent as the solution email(s) attachments.
   Add Attachments	Optional	To attach a document from the Document Library: Click Document. Search for a document, and select it. Click Add Reference. To attach a document from your local drive: Click New.  Browse for a document, and select it. Click OK.

5. Click Send.
   The email is sent to the recipients and an email entry is saved in the Journal entries list. 

To forward a journal entry

1. On the Cases console, search for a case and click Modify.  

2. In the Journal section of the Case Details tab, select a note.

3. Double-click the note and click Forward, Reply or Reply All.
   All existing attachments are added to a forwarded email.

   Note

   In version 4.7, the original email is attached the forwarded or replied email.

   In version 4.7.01, the original email is added to the thread of the forwarded or replied email.