--- title: Working with Activity History slug: neurons-for-itsm/admin-user-help/enu/latest/working-with-activity-history docTags: createdAt: 2026-07-14T19:16:32.817Z --- 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-udX4k) - [Creating an Activity History Item](docId\:dOLnQxPLSR_CCl3-udX4k) - [Modifying an Activity History Item](docId\:dOLnQxPLSR_CCl3-udX4k) - [Deleting an Activity History Item](docId\:dOLnQxPLSR_CCl3-udX4k) - [Adding a Journal Entry to a Business Object](docId\:udrP_CH-nPqbHWhrFibsV) - [Using Read and Unread Flags](docId\:xaBfuy2JnLZUX9tbta-Ny) ## Accessing the Activity History 1. Log into the Service Desk console. 2. Open a business object record. 3. Click the **Activity History** tab. The application displays a list of history items. :::hint{type="info" indent="1"} Starting in Neurons for ITSM Release 2016.1, the **Activity History** tab was renamed to **Journal **for incidents only. For all other business objects, the tab was not renamed. ::: 4. Double-click an item to view activity details. :::Paragraph{indent="1"} *Activity History Details* ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/ChHGwqzDqrh12IvUz4V7v_activityhistory.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/activity_history.png" githubPath="Content/Resources/Images/help-images/activity_history.png" width="926" height="146" darkWidth="926" darkHeight="146" showCaption="false" indent="1"} ## 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. 1. Log in to Neurons for ITSM. 2. Open a business object record. 3. Click the **Activity History** tab. The application displays a list of activities related to that record. :::hint{type="info"} Starting in Neurons for ITSM Release 2016.1, the **Activity History** tab was renamed to **Journal **for incidents only. For all other business objects, the tab was not renamed. ::: 4. 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. 5. Enter information into the fields. :::Paragraph{indent="1"} ::: ### 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. | :::Paragraph{indent="1"} ::: ### 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. | 6. 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 1. Log in to Neurons for ITSM. 2. Open a business object record. 3. Click the **Activity History** tab. The application displays a list of activities related to that record. :::hint{type="info" indent="1"} Starting in Neurons for ITSM Release 2016.1, the **Activity History** tab was renamed to **Journal **for incidents only. For all other business objects, the tab was not renamed. ::: 4. Double-click the item to change. The application displays the **Edit** dialog box. 5. Modify the item as needed. 6. Click **Save**. ## Deleting an Activity History Item 1. Log in to Neurons for ITSM. 2. Open a business object record. 3. Click the **Activity History** tab. The application displays a list of activities related to that record. :::hint{type="info" indent="1"} Starting in Neurons for ITSM Release 2016.1, the **Activity History** tab was renamed to **Journal **for incidents only. For all other business objects, the tab was not renamed. ::: 4. Double-click the item to delete. 5. From the tab toolbar, click **Delete**. The application displays a warning message. 6. Click **Continue**. The application deletes the item.