Entering and Viewing History

Use the History field to enter and view information on any activities related to resolving a work item. You can document customer contacts or conversations with customers or support staff. Call scripts may be configured to be included. This field is useful when routing a work item to another support representative because it allows them to see the work that has been performed.

Use the Add Work History icon in the History field to add a work history entry. In the Incident and Change screens you can use the Add History ribbon bar icon to add work history, customer work history, or both. You may be required to make an entry in the Time Worked field.

If an hours-based service contract is in effect, you can select the Apply to Service Contract checkbox to apply the amount entered in the Time Worked field to the contract.

The following options may be configured:

• A Work Type field may be included with options for describing the type of worked performed.

  

• Work Stop and Work Stop fields may be included. The Work Start field defaults to the date and time when you load the work item.  For example, if you open a new work item at 1:00 PM, work with the customer for 30 minutes, and then click the Add Work history option or save and display 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.

  

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. You 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).

• If Purchasing functionality is enabled and you are designated as a vendor in your Support Representative Profile record, you can add a charge (an amount of time worked multiplied by a rate) as a separate line item or use a charge to decrement an existing line item on an associated purchase order. See Charging Time Worked Against Purchase Orders.

Entering Customer Work History

If configured, the Customer Work History field can be can be set up to include editable contents of the Work History field that can be viewed by customers on the mySupport portal or via email. It may be configured to be blank for you to enter comments or it may include the contents of the Work History field. This information will be labeled “Work History” on mySupport portal incident fields.

Viewing History

Use the History field to view notations on all record actions; note that some or all of these options will be included depending on the record type. You can flag correspondence-related history entries via the Mark as Important  icon that appears when you hover over work history and correspondence entries with your cursor; once marked, the icon changes to Unmark as Important  for removing the flag.

• The Feed  option displays a list of all actions performed on a record; you can filter the content via the Settings  icon.  Example

  

• The Important option displays work history and correspondence entries that have been flagged as important via the Mark as Important icon that appears when you hover over work history and correspondence entries with your cursor. Example

  

• The Audit option includes entries on functions performed by the system and support representatives (for example, field changes), as well as correspondence entries. Work history, chat, and approval entries are not included. Example

  

• The Correspondence  option displays entries for sent and received correspondence, including the subject line and body of the correspondence. The Correspondence Received and Correspondence Sent links display the Correspondence screen. Example

  

• The Customer  option displays customer work history entries (from the Customer Work History dialog that can be configured to appear after the Work History dialog) as well as generic customer audit history entries.  Example

  

• The Work  option displays text entered via the Add Work History icon (this icon is labeled Add Note for the Customer Profile and Company screens). Example

  

• The Rule Group option displays all rule group events such as when a rule is met and actions taken by rules in the rule group. Note that history entries related to time-based rules will include the term "exceeded" if  conditions have not been met within a defined interval, and the term "fulfilled" if a rule is invalidated or reset due to a change in rule configuration.  Example

  

• The Chat  option displays information on chats initiated via the Awareness feature for the current record, and for incidents, the customer chat that created the incident. Example

  

• The Approvals  option displays entries for any approval actions. Example

  

• The Search  option enables you to enter a search string for searching history entries.

• The Open in New Window icon displays a filterable feed of history entries in a new browser window. Example

  

• Use the View Timeline  icon at the top right of the history entries displays historical record events on a timeline. Use the dropdown fields to select the types of entries to display and the timeline increments. You can use your mouse to scroll the green hour bar and red month bar at the bottom of the screen.