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We print service forms from the web interface with a resolution field. The problem that we are having to copy and paste from the resolution to the history note. Is there a way to have the resolution automatically be entered into history notes? Or can we change the service form to only show the history note?
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Hi,
The ticket resolution is usually where you can enter a general summary of the resolution. You can then log the detailed work by using the Charges. Both the resolution and the charges are displayed in the ticket Resolution/History tab in the application, together with all other activity performed in the ticket (History Notes, Audit records, etc.). This is a good place to view all of the ticket's history. When setting a ticket as completed, the status change is recorded as an Audit record (which is displayed in the ticket history), and the resolution is recorded in the resolution field. I'm not sure how exactly you use the history notes, however, if possible you may consider setting the resolution in the resolution field, without adding a history note for the resolution and simply viewing the full history in the Resolution/History tab. Neta |
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Hi, actually you can format the charges box in the service form. When you open the Technician Service Form Including Charges report in the designer window, note that you have tabs on the bottom part of the window. One is called Main, this is where you see the main layout, and the second one is Charges, which contains the charges box layout. Click the Charges tab to design the layout of the charges.
In any case, the system report design should work fine and not crunch the notes together. It sounds like some other report customization issue. If you still have a problem with this report, please save customized report from the designer window, File > Save to File (this will create a .RTM file), and send us the RTM file by email. this way we will be able to see the specific issue. HTH Neta |
