Adding entries to a case journal
By using a case journal, you can add an internal or external note, add a document reference from the Documents library to the selected case, or send an email with attachments.
All journal entries from solutions are automatically added to the case they are used in.
If you need to send a message to a self-service user who submitted a service request, you need to create an external note. The self-service user sees your note as a comment to his service request in BMC MyIT Universal Client console. When a self-service user adds new comments to his service request, they automatically appear in the case journal.
If you need to add a comment to the case for the other HR agents working on the case, you need to create an internal note. All users having access to this case are able to see the notes that you add.
Related topics
To add a note to the journal
- Open the Cases console.
- Select a case from the list, and click Modify.
By default, the Case Details tab is displayed. Two sections are available on the tab: Main Details and Journal. - In the Journal section, click Note.
- In the New Journal dialog box that opens, enter the appropriate information:
- Type a name for your note.
- Select an access type for your note:
If you select external, the note is available to self-service users.
If you select internal, the note is available only to HR agents. - Enter the note text.
- (Optional) In the Attachments section, click New to add a document as an attachment.
- Click Save & Close.
The note is saved in the Journal entries list.
If you need to attach supporting documents to the case, add a document reference.
If you add an external document, it is available to the self-service user, in the Comments of his request. If you add an internal document, it is available only to HR agents who have access t this case.
To add a document reference to a case
- Open the Cases console.
- Select a case from the list, and click Modify.
By default, the Case Details tab is displayed. Two sections are available on the tab: Main Details and Journal. - In the Journal section, click Document.
In the Document Library pop-up dialog, search for a document.
Tip
If you need to add a document to the case that is be visible to the self-service user, search for an external document and make sure it is External.
- Select a document from the Search Results list, and click Select Reference.
- Click Save & Close.
The selected document reference is saved in the Journal entries list.
To send an email with journal attachments
- Open the Cases console
- Select a case from the list, and click Modify.
- On the Case Details tab, in the Journal section, click Email.
- In the Send Email pop-up dialog, enter the appropriate information:
- Enter the recipient email address in the To field.
- (Optional) Enter recipients into the CC or BCC field (or both).
- Select an access type for your email:
If you select external, the email is available to self-service users.
If you select internal, the email is available only to HR agents. - (Optional) Modify the default email subject line that contains the case ID.
- Select a priority from the Priority list (the default is Normal).
- Enter some text into email body section.
- (Optional) Review the file attachments in the Existing Attachments section, and select one or more files.
- Attach the selected files to the email. The files are displayed in the Add Attachments section.
- (Optional) In the Add Attachments section, click New.
Browse for a document from the drive, and click OK to attach it. - (Optional) In the Add Attachments section, click Document.
Search for and click Select Reference to attach a document from the Document Library.
- Click Save & Close.
The sent email is saved in the Journal entries list.