Background
The Comments tab is a space for all stakeholders in the Warranty Workflow to communicate throughout the Ticket's lifecycle. By keeping all your collaboration in SiteLine, you have a single source of truth for the entire history of a ticket.
Required User Permissions
All users can add Comments to Warranty Tickets they have access to.
Steps
- Navigate to the Warranty Tickets Module.
- Select the relevant ticket from the grid.
- Change the Tab to ‘Comments’.
- Type your comment in the open text box. You can use the ‘@’ symbol before a user’s name to notify them of the comment by email.
- Click ‘Post Comment’.
Additional Information
Comments are shown in chronological order, newest at the top. If a comment is edited after it’s been posted, the timestamp will be updated to the time of the most recent edit, but it will not change its position in the timeline.
Email notifications are sent to everyone you mention with the ‘@’ symbol.
On the Warranty Ticket homepage, the speech bubble icon next to the Ticket ID will show the number of unread messages on that ticket.
The History tab in the Warranty Ticket will log the following changes to comments, including who made the change and when:
- New Comments.
- Edits to existing Comments.
- Comments being deleted.