Working with Activity History

the journal business object stores all of the emails and notes related to the current record as part of the activity history you can also view notes from associated tasks use the activity history tab on an employee profile page to manage communication and investigation actions associated with this employee record the journal business object displays and manages notes and email messages linked to the parent business object these entries vary in relation to their use within a business object for example, journal entries are created within incidents to record customer interactions you might add a journal entry when investigating a problem, to track workarounds and troubleshooting activities accessing the activity history docid\ dolnqxplsr ccl3 udx4kcreating an activity history item docid\ dolnqxplsr ccl3 udx4kmodifying an activity history item docid\ dolnqxplsr ccl3 udx4kdeleting an activity history item docid\ dolnqxplsr ccl3 udx4kadding a journal entry to a business object docid\ udrp ch npqbhwhrfibsvusing read and unread flags docid\ xabfuy2jnlzux9tbta ny accessing the activity history log into the service desk console open a business object record click the activity history tab the application displays a list of history items starting in release 2016 1, the activity history tab was renamed to journal for incidents only for all other business objects, the tab was not renamed double click an item to view activity details activity history details creating an activity history item emails and notes are automatically added to the activity history list you can also manually add an item to the activity history for further documentation of a business object log in to open a business object record click the activity history tab the application displays a list of activities related to that record starting in release 2016 1, the activity history tab was renamed to journal for incidents only for all other business objects, the tab was not renamed from the new record menu drop down list, click new email or new notes select new email to send an email follow up to the customer the application displays the email dialog box select new notes to record an interaction with a customer the application displays the new notes dialog box enter information into the fields email fields field description category the category choose from the drop down list bounced, incoming, or outgoing from this field is auto filled but can be modified from name the name that appears in the from field of the email to the email address of the person receiving the email cc bcc optional email addresses to copy (cc) or blind copy (bcc) subject the subject of the email processed this applies only to incoming emails after the email listener processes the email, appropriate action is taken (per your configuration) and the processed flag is set to true publish to web makes this email visible to users in the self service portal email body type informational only can be either html or plain text, depending on how this option has been configured message your message you can format your message using the standard text options notes fields field description category the category choose from the drop down list source the source that started the activity duration (min) the number of minutes the activity took publish to self service makes this note visible to users in the self service portal summary a brief summary of the note notes detailed notes click save the application displays the email or note under the activity history tab and links it to the record modifying an activity history item log in to open a business object record click the activity history tab the application displays a list of activities related to that record starting in release 2016 1, the activity history tab was renamed to journal for incidents only for all other business objects, the tab was not renamed double click the item to change the application displays the edit dialog box modify the item as needed click save deleting an activity history item log in to open a business object record click the activity history tab the application displays a list of activities related to that record starting in release 2016 1, the activity history tab was renamed to journal for incidents only for all other business objects, the tab was not renamed double click the item to delete from the tab toolbar, click delete the application displays a warning message click continue the application deletes the item