Change Work History Options

Enable Work Type on Work History Dialogs

Select Yes to include a Work Type field in the Work History dialog in the Change screen.

Default Work Type

If the Work Type field is enabled, select the work type to appear by default in that field. Use the Create New and View/Edit icons to access the Work Types entry screen.

Enable Work Start and Stop Dates on Work History Dialogs

Select Yes to include Work Start and Work Stop fields in the Work History  and Change Save dialogs in the Change screen.

The Work Start field defaults to the date and time the support representative loaded the work item. The Work Stop field defaults to the current time, but there will be at least a one minute gap between the Start and Stop times. For example, if a new Change record is opened at 1:00 PM, the support representative works with the customer for 30 minutes, and then clicks the Add Work history option or saves and displays the Save dialog, the Work Start would be set to 1:00 PM and the Work Stop would be set to 1:30 PM. This Time Worked field would show the 30 minutes of time worked reflected by the gap.

Support representatives can type directly in the Work Start and Work Stop fields or use the calendar  and clock icons to select the date and time; the difference will populate automatically. The refresh icon will set the date and time to the current date and time (but the Work Stop date and time will adjust to be at least one minute past the Work Start date and time).

Prompt for Work History and Time Worked on Change Save

Select Yes to display the Save dialog every time a support representative saves a change.

Require Time Worked in Work History for Change

Select Yes to require an entry in the Work History dialog Time Worked field in the Change screen.

Require Comment in Work History for Change

Select Yes to require an entry in the Work History Comment field in the Change Save dialog before the record can be saved in the Change screen.

Automatically Place Call Scripts in Work History

Select Yes to, when a call script is used, automatically include the entire call script in the Work History field. This will also make the call script editable when it appears. Call scripts are entered and associated with categories in the Category entry screen.  If you select No in this field, the call script will not be editable.

Include Customer Work History Field

Select Yes to include a field on the Change screen that includes work history notes for display when customers view their changes on the Social Client. The field can include:

• A Customer Work History dialog

• The contents of the Work History field, without review by the support representative

• The contents of the Work History field, edited by a support representative.

Include Work History Notes in Customer Work History Dialog

This field appears if including the Customer Work History field. Select:

• Do Not Include to display a Customer Work History dialog.

• Automatically Include to fill the Customer Work History field with the contents of the Work History field, without review by a support representative.

• Include With Support Rep. Review to fill the Customer Work History field with the contents of the Work History field and enable the support representative to edit it before including it in the Customer Work History field.