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Exporting Ticket Information into a Phone Call Activity
Posted: 17 Dec 08 5:22 PM
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Currently using: SalesLogix 7.0.1.1075
A request for this functionality first came up when a user completed a Ticket on the first call. The new Ticket was entered as closed with the information from the call all listed in the Ticket Details. It would be duplicate work for the user to fill out all the information again in a phone call activity, but the user also thought he should see that the customer called in the Contact Notes/History or Account Notes/History. It is possible to see that a call came in by viewing the Tickets information, but less clear than the Notes/History which serves this function.
Can anyone make any suggestion? I would like a way to export the information from the Ticket Details into a Phone Call activity.
Thank you for any suggestions you might have! |
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Re: Exporting Ticket Information into a Phone Call Activity
Posted: 18 Dec 08 3:41 PM
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Create an entry into the HISTORY table from the "Insert New Ticket" form if they have set the ticket status to "Closed" when they click ok (phone call type is 262146). If you include the contactid and accountid from the lookupedit controls, then the history will show in the notes/history for the contact and account.
If you want to see the phone call in the ticket you will need to either create an entry into the TICKETACTIVITY table or create a new Notes/history tab for tickets |
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Re: Exporting Ticket Information into a Phone Call Activity
Posted: 18 Dec 08 4:04 PM
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Thanks for your post, Leon.
I am guessing that you are working on a different version of SLX than we are because I don’t see the HISTORY field in my Insert New Ticket form (window). I updated my earlier post stating the version of SLX we are using (7.0.1.1075). Sorry that this information was not present in my first post.
If this HISTORY field should be located in the Insert New Ticket form should be visible in 7.0 are you aware of any settings in this version which would keep it from appearing?
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Re: Exporting Ticket Information into a Phone Call Activity
Posted: 18 Dec 08 4:13 PM
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| You have to code the SQL insert statement to create the history record manually and execute it when they click ok. You can get the ID's required from the ticket and any other information you want to store in the history. Line 158 in the code is the SaveTicketDetailInfo so I'd probably add it after that. |
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Re: Exporting Ticket Information into a Phone Call Activity
Posted: 18 Dec 08 4:21 PM
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Ah, thank you for clarifying and for the details! I think that will work perfectly for the function we need. I assume we can also setup this function to occur only when Phone Call is the Ticket source?
Thanks again,
David |
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