Log entries detail changes that have been made to the service request since its creation. View a service request’s log entries and then create additional log entries as necessary.
To create service request log entries:
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Select Work > Service Requests.
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Select the request for which to create a log, and then click the Log Entries tab.
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Click Add Log Entry.
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Specify this information:
Type - Select the type of log entry you are adding.
If you select Time Correction for Type, the system makes Time Correction available as a required field. Enter the number of minutes to add or subtract from
the response time. For example, to add 35 minutes to the response time, enter 35.
To subtract 2 hours from the response time, enter –120. Click Submit. The system corrects the response time.
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Enter log entry comments as necessary.
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Click Submit.
The system automatically populates Old Status, New Status, Entered By, and Date/Time Entered.