Notes in Service Ticket

[shahidulalam_siddique]

Hi Gurus,

When I create the service ticket and enter the notes for the first time all saved. After ending the transaction identifying new BP and creating new service ticket and enter the notes, the notes disappears and not saved in the transaction.

Every time I have to press F5 for refreshing the browser.

Please help.

Thanks in advance.

SS

[BGarcia]

Hi Shahid,

That behavior may depend on your configurations.

At your transaction definition, you must have assigned a 'Text Profile', and in that text profile, you have each of the text types defined, and that you see in your service ticket.

The text type that is disappearing after saving, was a normal behavior for text types that have defined the 'changes' attribute as 'Log' (P). So, in this scenario, you should have another text type defined as 'Display Log' (R), where you can check the text changes that are 'disappearing'.

Check if this helps you a little more.

Kind regards,

Garcia

[shahidulalam_siddique]

Hi Bruno,

Thanks for the reply. Can you please me should I use the "changes" as Display Log? Currently I am using EDIT.

Thanks,

SS

[BGarcia]

Hi SS,

If you're using 'Edit' for your notes in your service ticket, the text shouldn't disappeared 😕

If you only have one text type for your service ticket, I believe you're doing well using it as 'Edit'. But if you have several text types (like problem, solution, ...), then maybe defining those texts as 'Log', and having another one as 'Display log', is the best solution.

But that depends on your scenario...

Kind regards,

Garcia

[shahidulalam_siddique]

Hi Garcia,

Thanks for the reply. I have only one text type. End user is freshing the browser all the time in order to enter the data. This make the users to login again and it is time consuming.

Thanks,

SS