Appending Comments to Trackers

Appended comments, also called appends, record the progress of trackers. Users assigned to trackers can record all work done on a tracker, such as testing or placing a call to a customer regarding an order. Appends can be internal, external, or secure. Only internal users on the forward list can view internal appends. Internal users and external users (customers assigned to the tracker) can view external appends. Only the author and the author's selected users can view secure appends.

By default, the system sends a message to every user on the forward list when you make an append to a tracker, but you can determine who receives message notification. Limiting the messages the system sends to only the users who need notification, eliminates unnecessary messages for the other users on the forward list.

In addition to making appends, you can also attach documents or images to the tracker. For example, if you have a tracker for monitoring a customer's large outstanding balance and the customer sends a letter that explains their payment plan, you can scan the letter and attach the image to the tracker.

Note: If the user is not the owner of the original append and their view level in USER.ACTIVITY.VIEW, VENDOR.ACTIVITY.VIEW, or CUST.ACTIVITY.VIEW (depending on the tracker type) is at least the security level of the tracker, the user is allowed to edit the original append. If there is no tracker security level, any user that has access to view the tracker can edit an original append.

To append a comment to a tracker:

Open a tracker.
From the Edit menu, select New Append to display the Append Comment window.

The window displays the tracker number.

In the To field, indicate to whom you are directing your comment. Do one of the following:

To enter an append for...	Task
a single user	Enter that user's ID in the To field, such as ADMINTEAM or SUPPORT. The system begins the append with this user's ID.
a group of users	Do one of the following: Click the Multiple Item button in the To field. The system displays the Multiple Append User List window which shows all the users on the forward list. Add a user ID on a blank line Delete a user ID from the list. Save the list and exit the window to address the message to multiple users. Note: The system displays Multiple in the To field and prefixes your append with all user IDs to whom the message is addressed.
everyone on the forward list	Do one of the following: Clicking the Multiple Item button in the To field. Entering all.list in the To field. The system displays the Multiple Append User List window which shows all users on the forward list. Save the list and exit the window to address the message to all users on the list. The system displays Multiple in the To field and prefixes your append with all user IDs on the forward list.
a note, without updating anyone	Typenote in the To field. The system does not send the appended message, but all users on the tracker's forward list can view the appended note. The system adds NOTE as the prefix to your append. Note: If your company has more than one kind of note entry, the system prompts you to select a note type.

Depending on who you addressed the append message to, press Enter or Tab to advance through the Status and Next Action fields.

If you have addressed the appended message to a single user, the system displays that user's current status on the tracker in the Status field.
In the Next Action field, the system displays the current user ID assigned the next action for the tracker.

From the Append Type menu, select one of the following append types:

Append Type	Function
Internal	Only internal users are able to view these appended comments.
External	Both internal users and customers are able to see the appended comments.
Secure	Only you and the users you select on the Secure List window can view the appended comments. From the File menu, select Secure List to enter a list of users that can view the secure append.

Note: The system displays the type of append at the bottom of the Append Comment window.

In the window's body, enter your message.
To use a predefined user or company comment from the File >Select Comment menu. This is optional.
Use the following menu options, as necessary:

Menu	Menu Option	Function
File	Set Tab Size	At the prompt, edit the number of spaces to assign to the Tab size. Click OK once you have set a new Tab size.
	Select Comment	Displays the User / Company (*) Defined Comments window , where you can select a standard user or company comment to add to your append message. The screen lists user-defined comments first. Asterisks precede company-defined comments.
	Edit Comments	Displays the User Comments Maintenance window, where you can create or edit standard company comments, if authorized, to add to tracker appends, tracker closing comments, or fax memo comments.
	Keywords	Adds more keywords for the search routines to use in identifying this tracker.
	Secure List	Displays the Secure List window, where you can create the list of users who can view the secure append.
Add Cross-Reference	Product / Entity / Tracker / Order	At the prompt, enter the product, entity, tracker, or order ID with which to cross-reference this tracker.

Save your append and exit the window to return to the Call Tracking Entry window.

Note: Edit appends by placing the cursor on the append and selecting the Edit > Edit Append menu option on the Call Tracking Entry window. The system displays the Append Comment window with the selected append. Edit and save the append comment, as needed.