When handling and resolving technical issues, it’s important that you have an accurate and up-to-date history of every service request. The Notes field of a service request can be particularly useful in communicating important information to other IT administrators who may look at the issue again in the future.
Before the release of SysAid 7.0, any administrator could open the Notes field and directly edit whatever text had already been written there in the past. With the release of SysAid 7.5, we added a new feature that gives you much more control over the Notes field: the “Add a note” button.
Under Customize, open Appearance. At the bottom of the page, you’ll see the field “Allow notes to be added only by using the ‘Add a note’ button.” Choose “Enable” and then save your settings.
When this feature is enabled, you can no longer click directly in the Notes field and edit the text. Instead, you must click on the “Add a note” button and enter the note in the pop-up box that appears. Once you click “Add,” your name and a timestamp will appear next to the note.
This is just another way to make sure your help desk records are as accurate as possible!
This message was edited 1 time. Last update was at Mar. 02, 2011 02:01 AM