Note

This form can be used to add a new event to the Communications tab, i.e. a note, phone call minutes, minutes from a face-to-face meeting, etc.

Options:

• Command panel
  • OK - save event to the Communication tab.
  • Add attachment - attach an attachment. This command has the same function as the Add attachment button in the form.
  • Note/Personal meeting/Phone call/... - if applicable, change the type of event you want to create. If you select the Message event type, the form will change to the Message form to send an email message.
  • Change status - move to another ticket status according to the solving process.
• Subject - enter the subject of the event.
• Text - type more detailed information about the event.
• Attachments - list of attachments.
  • Add attachment
    • Browse this computer - select the file you want to add as an attachment. You can also attach files by dragging and dropping them into the form.
    • Insert link to cloud file - insert a link to the cloud file at the current text cursor position in the body of the event. This option is disabled by default.
      Caution:

      To enable this option, in Administration - Settings - Advanced the Alvao admin must set the WebApp.SharepointLinksEnabled setting value to 1. Additionally it needs to be permitted in the Microsoft Entra ID applications' API permissions. For the application (used for users login) set the following permissions: Graph delegated permissions - User.Read, Files.Read.All, Sites.Read.All, Files.ReadWrite.All, Sites.ReadWrite.All and SharePoint delegated permissions - AllSites.Read, MyFiles.Read, AllSites.Write, MyFiles.Write.
• Date and time - edit the date and time of the event if necessary.
• From - change the author of the event if necessary.
• To - if applicable, indicate with whom you have spoken on the phone or had face-to-face discussions.
• Show to requester - turn on if you want the requester to see the event on the Communications tab of the selected ticket.
• Awaiting response from requester - turn on if you want the time since the event was written to count as waiting for requester.
• Important - enable this option when there is an important event, such as a ticket being submitted or refined. On the Communications tab, the event will be highlighted with a blue flag symbol.
• Ticket solution - enable this option if the event contains a description of how to resolve the ticket. On the Communications tab, the event will be highlighted with a green flag symbol.
• Cost report - Alternatively, show the work time spent resolving the ticket.

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