Notes History

[Former Member]

Hi All,

I am using CRM 2007 6.0 sp4. Im currently trying to figure out how exactly the Notes History operates in the IC, it seems to be very unstructured where in some cases for a certain account the most recent 4 notes appear and others the most recent 3 notes appear. Also when a note is made in a complaint it overwrites 2 interaction notes in the notes history and sometimes the complaint note does not appear at all. It is very confusing and i cant make sense of it.

Is there any documentation out there that describes the exact functionality of the Notes History function, or is there SAP Notes in relation to this problem??? I cant seem to find any.

Thanks for your time.

Jonathan

[Former Member]

Thanks Ravi for your input.

Yes it is very unstructured and can be frustrating particularly when you are trying to keep account of a service ticket as it is process with the assistance of notes as it is very unreliable as at times the note appears and other times it does not.

If anyone else has any explanation of the functionality of the notes history it would be a great help

Thanks,

Jonathan

[Former Member]

Hey Jonathan,

You are not the only one to ponder over Notes. Yes, it is pretty unstructured.

It is difficult to identify a pattern.

However, the logic is written in such a way that a max of 4 notes are displayed, irrespective of the total number of notes.

This is hard-coded.

So if you want to see more than four notes, you need to modify standard code.

Let me warn you though, Notes modification is not an easy task.

All the Best,

Ravi Bhatnagar

[Former Member]

Hi Shwetha,

Thanks with your assistance with this.

I now noticed that i created a service ticket with a user(user1) and input a note which then appears for that account on the account identification screen, i then update this note with user1 and both notes appear on the account identification screen. this is what i expect to happen, which is great.

However, when i log off user1 and log in with user2 and confirm the account in question the notes do not appear?? Have you come across this??

Is there SAP notes that i may need to implement??

I first thought that it may be user specific, so i logged back in with user1 and confirmed the account but the notes no longer appear in the account identification screen either. It does not make sense.

did you come across this issue at all?

Greatly appreciated,

Jonathan

[Former Member]

Hi All,

Does anyone have any further thoughts on the matter above??

In Particular, I have created a log of a particular note section in the Service Ticket section of the IC which will timestamp notes so the process of a particular service ticket can be kept track of.

However the log does not appear in the Notes History section on the Account Identification Screen once I confirm the account in question.

Is it possible to get the note log to show in the note history section on the complaint identification screen??

Thanks for your time,

Jonathan

[Former Member]

Hi Jonathan,

We have logged the notes in the service ticket and I see the log in the notes history in the account identification screen. I dont remember maintaining any special settings for the notes history.

Is the Log updated in the Service ticket in your case?

Regards,

Shwetha

[former_member217922]

Hi Jonathan,

You can control the aspects of text management according your Text Management profile set up in your transaction type.

First of all indentify your Text Det. Procedure that you are using with your transaction.

Access SPRO > CRM > Basic Functions > Text Management > Define Text Determination Procedure

Select you Text Det. Procedure and set the parameter "Changes" to each Text Type ID you need to log to value "P".

Regards,

Heber Olivar