Adding entries to a case journal

All cases have a journal where important information such as notes, documents, and emails can be added. Journal of a case is available in the Journal section on the Case Details tab.

Note

You cannot delete or modify entries added in a case journal.

When journal entries are submitted in a case journal, an HR agent assigned to a case receives notifications in the Messages console, in the Journal Entry category. When external entries are submitted in a case journal, end users receive email notifications. The notification preference is set in a case, and it defines the end users who receive an email notification: a requester of the case, or someone who requested a service on behalf of user.

When solutions are used in cases, entries available in journals of solutions are attached to journals of all cases in which the solutions are applied. The following entries from solution journals are attached to cases journals:

  • Only document entries—in version 4.7.01
  • All entries—In version 4.7.

By using a case journal, you can perform the following tasks:

TasksDescriptionReference topic
Review saved journal entriesThe added notes are saved in the Journal entries list.Review saved journal entries
Add external and internal notes for a service requester

External notes are attached to service requests in BMC MyIT Universal Client.

When a self-service user adds new comments to a service request, they automatically appear in the case journal.

Add notes to a journal of a case
Add internal and external documents for other HR agents working on a case

All HR agents with access to a case can see all entries added to a case journal.

External documents are attached to service requests in BMC MyIT Universal Client. 

Attach documents to a case

Send emails related to a case

You can easily send an email from a case containing all necessary automatically generated details from the case.

You can also attach documents to the emails.

Send an email from a case journal

Forward the added notes, documents, and sent emails

Forward the existing journal entries (documents, notes, and already sent emails) by email.Forward journal entries

To review saved journal entries

  1. On the Cases console, search for a case.
  2. Click Modify or double-click a case.
  3. Review the entries available in the Show All Journals list.

    Case journal

To add notes to a case journal

  1. Add a note in one of the following ways:

    • Open a case from the Cases console, and click Note in the Journal section of the Case Details tab
    • Select a case, and click Add Note in the Details section of a case.
  2. In the New Journal dialog box, enter the appropriate information:

    This screenshot is from version 4.7.01 but is very similar in version 4.7.00.

    Add note.

    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 becomes also available to self-service users.
    Body of the noteRequiredYou cannot save a blank note.
    Note template (applicable in version 4.7.01)OptionalSelect a note template to attach some case details to a note. A text from the selected template is automatically added to the body of the note. Journal templates for notes are configured in System Settings > Application Settings > Journal Templates. For more details on configuring the templates, see Adding journal templates and related items types.
    AttachmentsOptionalClick New to attach documents from your local drive to the note.

To add documents to a case journal

  1. Open a case from the Cases console, and click Document in the Journal section of the Case Details tab. 
  2. In the Document Library dialog box, search for a document. 

    Tip

    To attach documents that the case requester can view, search for documents with External access restrictions.

    Attach documents

  3. Select a document from the Search Results list and click Select Reference

To send an email from a case journal

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. Send an email in one of the following ways:

    • Open a case from the Cases console, and click Email in the Journal section of the Case Details tab
    • Select a case, and click Add Email in the Details section of a case.

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

    Send email

    Email propertyRequiredDescription
    ToRequiredClick 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 becomes available to the case requester.
    Email bodyRequiredYou cannot send a blank email.
    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.

    Click the Select Template icon, and select an email template to attach some case details to the email.

    The template that you select automatically generates details from the Case form, and adds them to the body of the email. Review the template, and modify it if necessary.

    PriorityRequiredBy default, it is Normal.
    SubjectRequiredBy default the email subject contains the case ID. 
    Existing attachmentsOptionalDisplays files that have already been attached to a case.
    Add AttachmentsOptional

    To attach a document from the Document Library:

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

    To attach a document from your local drive:

    1. Click New
    2. Browse for a document, and select it.
    3. Click OK.
  3. Click Send.
    The email is sent and attached 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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