Adding entries to a solution journal

By using a solution journal, you can add a note, add a document reference from the Document library to the selected solution, or send an email with attachments. The journal option is available for all solution types.

In version 4.6 to 4.7 all entries available in a solution journal are automatically attached to cases they are used in.

Starting from version 4.7.01, only document entries available in a solution journal, are automatically added to cases they are used in. Once a new document is attached to a solution, a related case assignee receives a notification about journal update, in the Messages > Journal Update.

Important

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

The following sections describe actions that you might need to perform by using 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 propertyRequiredDescription
    Note nameOptionalThe default note name corresponds to the first note template in the list of journal templates.
    Access typeRequiredBy 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 noteRequiredYou cannot save a blank note.
    Note templateOptionalClick 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.
    AttachmentsOptionalClick 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

Note

To send emails using a case journal, you must have the outgoing mailbox configured on BMC Remedy Action Request System Server. For more details, see Configuring BMC Remedy AR System Server.

  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 propertyRequiredDescription
    ToRequiredClick 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
    BCCOptional
    Access typeRequiredBy 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 bodyRequiredYou cannot send an email with an empty body.
    Email templateOptional

    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.

    PriorityRequiredBy default, it is Normal.
    SubjectRequiredBy default the email subject contains the solution ID. 
    Existing attachmentsOptionalDisplays files that have already been sent as the solution email(s) attachments.
    Add AttachmentsOptional

    To attach a document from the Document Library:

    1. Click Document.
    2. Search for a document, and select it.
    3. Click Add Reference.

    To attach a document from your local drive:

    1. Click New
    2. Browse for a document, and select it.
    3. 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 ForwardReply 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.

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