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Creating and editing worklog entries

The topic describes how to create and edit worklog notes, modify the worklog activity type, lock the worklog entry so that it cannot be modified later, and change the viewing access level.

To create a worklog entry

  1. From the Incident details view, tap the plus sign at the bottom of the worklog list.
  2. Enter information as described in Modifying work information entries.
     The New Work Log page is displayed as shown in the following figure:

    newworklog.png

To edit a worklog entry

  1. Tap a text bubble to the left of the details pane.
  2. Make the required modification as described in Modifying work information entries.
     The Edit Work Log page is displayed as shown in the following figure:

    editworklog.png

Modifying work information entries

Action

Steps

To modify the activity type

Tap General Information.

Following are the activity types that you can select:

  • Customer Inbound
  • Customer Follow-up
  • Customer Status Update
  • Customer Outbound
  • Closure Follow-up
  • Detail Clarification
  • General Information
  • Resolution Communications
  • Satisfaction Survey

To update the notes

Tap inside the Notes field and type the changes.

To lock the entry

Tap Unlock and select Locked.

Note

If you select Yes, the work information entry cannot be modified after you save it.

.

To change the view access level

Next to View Access, tap Internal or Public.

  • Select Internal if you do not want the customer to see the worklog entry from the Requester console or the BMC Service Request Management console.
  • Select Public if you want the customer to see the worklog entry.

To save the entry

Tap Save.

 

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