3 Replies Latest reply on Feb 15, 2012 12:30 PM by karenpeacock

    Tree not displaying Resolve history

    Rookie

      Hi,

       

      Hope you can help

       

      We have a process named Service Request, when we raise a Service Request the tree updates to show the progress/history of the call, this works fine for notes, assignments etc.. but when we resolve a Service Request the tree is not showing this, although the status of the call is changing to resolved.  When we unresolve the tree shows the unresolve and the status changes to unresolve which seems fine, just very confused as to why resolved doesnt display on the tree.

       

      See 2 attached screenshots, 1 showing the Process design and 1 showing the tree (where Resolved is missing)

       

      Thanks for any help

        • 1. Re: Tree not displaying Resolve history
          karenpeacock SupportEmployee

          Hi

           

          It sounds as if you need to make a change to your window design.  With all design work, we'd recommend trying this out on a test system first and then take a backup before applying on live. 

           

          • If you open up a new Service Request whilst logged in as someone who can make design changes you can click on the Modify Window icon on the toolbar to bring you straight into the window design.  In the tree on the left of the window you are looking for the Resolutions collection. 

           

            • If it doesn't have a green tick next to it you will need to drag the Resolutions icon onto the window design.
            • Once/if there is a green tick next to it there will be a cog icon at the bottom of the window design called Resolutions.  Click on this and then change the tab in the pane to the left to the properties shortcut.  On the properties for this there is a setting called "Display on Tree" which you need to set to True and then save your changes.

           

          Best wishes

          Karen

          • 2. Re: Tree not displaying Resolve history
            Rookie

            Thanks Karen your a star

            • 3. Re: Tree not displaying Resolve history
              karenpeacock SupportEmployee

              Pleased to hear that helped