Updating a Record
Video Tutorial
Overview
Case, Problem, and RFC Updates can be initiated directly within the record window using the 'Update' button, or via the Right-click menu.
The default Update Type that will be selected when pressing the Update button or Update option from the right-click menu is determined by the Global Settings Application Property DefaultUpdateType.
Within the Update window there are several different types of Update available, depending on which one is selected, other fields within the Update window will also become available.
NOTE: The Update Types listed below are all those available in versaSRS, depending on which Global Settings are enabled you may find some are not available when performing an update.
Update Type
| Update | Description |
|---|---|
| Comments | Adds a comment to the Record that can be viewed in the Print View and when accessing the Record on SRSConnect |
| Confidential Comments | This type of comment, unlike a regular 'Comments' update will not appear in SRSConnect, use this Update Type to add sensitive information to the Record that may need to be seen by a User but doesn't need to be viewed by the Requestor. |
| Meeting | Allows you to easily record the duration of a meeting and any relevant comments/notes |
| Response to Requestors | Sends an email to the Primary and/or Secondary Requestor assigned to the Record. The default recipients for this Update Type are determined by the Global Settings Application Property EmailRequestors. The To field will be greyed out and any additional recipients can only be added to the Cc or Bcc field. |
| Resolve and Close | The default behaviour of this Update Type is controlled by the Global Settings Application Property EmailResolveAndClose |
| Resolve and Close Linked Records | This option is only available when performing a Case update, not a Problem or RFC update. It closes the Case and any associated Child Case(s). |
| Send Email | Sends an email from the Record. Unlike the Response to Requestors Update Type, the To field is available and you can specify any recipient(s) desired. |
| Send Fax | Only allows you to specify recipients in the To field. Must have EnableFax Global Setting set to enabled to see this option. |
| Telephone Call | Log any phone conversation information relevant to the Record |
Radio Buttons and Checkboxes
| Radio Button/Checkbox | Function |
|---|---|
| Apply Team Signature | When selected will apply the Team Signature that has been set in the Team Settings |
| Apply Operator Signature | When selected will apply the Operator Signature that is set in the User Profile |
| No Signature | When selected no signature will be applied |
| Add comments to Solution | When checked will append the details of the update to the Solution field within the Solution tab of the Record |
| Override Solution with comments | When checked will replace the Solution field on the Record with the detail of the update |
| Send closed confirmation email | When checked will send a Closed Confirmation email to the Primary Requestor |
| Consider for review | When checked this can be reported on in the Reporting Dashboard to return the updates that are for review |
Adding Comments
Comments can be added to a Record by performing an Update. The following steps outline how this can be done:
- Open a Record and click the Update
button on the top left of the Toolbar - On the Update screen set the Update Type to 'Comments'
- In the Details section of the Update screen add the comment you wish to update the Record with
- Select Update
Alternatively on the Main Window of versaSRS a Record can be right-clicked and the Update initiated from there.
Once a Comment has been applied to a Record it will be available in the History.
Sending Emails
An email can be sent from a Record by performing an Update. The following steps outline how this can be done.
- Open a Record and click the Update button on the top left of the Toolbar
- On the Update screen set the Update Type to 'Send Email'
- In the Details section of the Update screen compose the email you wish to send. An Update Template can also be applied to send a predefined email.
- Select Send
Alternatively on the Main Window of versaSRS a Record can be right-clicked and the Update initiated from there.
NOTE: When an email is sent the system will automatically add the Record ID, along with the relevant Record's tag prefix and suffix (as defined in the Global Settings), to the email subject. If the recipient replies to the email the system will be able to use this value to associate the email with the appropriate Record. This functionality has been updated to include a hidden ticket number in the body of the email, as well as email header tracking, so that if the Record ID is removed from the subject line the system can still match it to the correct Record. For the Record ID and relevant tags to be included in the body of the email the AddTagToSubjectBody Global Setting will need to be set to 'Subject and Body'.
Once an email has been sent from a Record it will appear in the History.
Closing
A Record can only be Closed by performing an Update, the following steps outline how this can be done:
- Open a Record and click the Update button on the top left of the Toolbar
- On the Update screen set the Update Type and ensure that the Status field is set to Closed
- Enter the necessary text into the Details section depending on the Update Type selected
- Select Update or Send (depending on Update Type selected)
NOTE: Make sure that you have unselected the "Send closed confirmation email" checkbox if you do not wish the Requestor(s) be advised you have closed the Record.
Once a Record has been closed there will be an audit log entry reflecting this in the History
Close on Log (Manual Record Creation)
Often a User may be able to resolve a Case or Problem immediately. To close a Record at the same time as logging:
- Select the New icon from the Navigation Header and create the required Record
- Complete the Record details as you would normally
- In the Solution tab on the Record, for the Initial Solution select Resolved
- Select Send closed confirmation email to primary requestor on log according to your requirements
