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.
Use the New Append hot key to display the Append Message screen. The cursor defaults to the To: field.
In the To field, indicate to whom you are directing your comment by doing one of the following:

To enter an append for...	Task
a single user	Enter a single user ID, such as ADMINTEAM or SUPPORT.
a group of users	Do one of the following: Press Enter or use the Multi To's hot key. The system displays the Multi To: List screen which shows all the users on the forward list. Do one or both of the following: Use Alt-Delete and Alt-Insert to edit the user IDs on this list to only those who need to read your append. On a blank line, enter a new user you want to add. Press Esc after selecting the users. The system displays MULTI in the To field.
everyone on the forward list	Do the following: Enter all.list or press the Enter key. The system displays the Multi To: List screen. Press Esc to select all users on the forward list. The system displays MULTI in the To field.
a note, without updating anyone	Type note. Note: If your company has more than one kind of note entry, the system prompts you to select a note type.

The system populates the following fields, which you can edit:

Field	The system populates the field with...
Status	the status of the selected user ID, as indicated on the forward list.
Next Action	the user ID designated in the Action Req'd By field on the forward list.
Append comment	a prefix that corresponds to the user or users to whom the append is directed. Note: If sending a message to all users using the all.list function, the system does not list all the user IDs in this field. If this is a note append, the system displays NOTE as the prefix.

Enter the comment to append.

Note: When you enter transaction or identification numbers in your comments, users reading the append can use the View or Edit hot keys to access those items.

Use the following hot keys, as necessary:

Hot Key	Function
Append Type	Select one of the following: Internal – Only internal users can view the append. External users cannot view the append. This is the default. External – Internal and external users can view the append. The system adds CLIENT to the To field, which notifies any external contacts on the forward list who have automatic notification enabled. The system does not notify internal users unless they are included on the Multi To: List screen. Secure – Only the person entering the comment and the users entered on the Secure List screen can view the append. Use the Secure List hot key to enter a list of users that can view the secure append.
Keywords	Displays the Keywords screen, which lists the keywords the search routine uses to identify this tracker. You can add additional keywords to the screen.
Add Xref	Displays the Tracking Log Viewing screen, which lists trackers you have recently viewed. Position the cursor on a tracker in the list and press Esc to add a reference to that tracker to your append message.
Sel Cmt	Displays the User / Company (*) Defined Comments screen, 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 Cmt	Displays the User Comments Maintenance screen, where you create or edit standard user and company comments, which you can add to tracker appends, tracker closing comments, or fax memo comments.

Press Esc to save your append and return to the Call Tracking Entry screen.
Press Esc to save your changes and exit the tracker.