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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. To enable it, in Administration - Settings - Microsoft Entra ID - choose Entra ID tenant - Features - Attachments from Microsoft SharePoint and OneDrive - check the Enable checkbox.
  • 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.