Taking Notes for use that might not be referenced for years

[stwman11]

Trying to find a way to record conversations within Ranger that we could find easily even if the issue rears its head in a year, or two or three. Specifically, in this case, the client, via text message told me they would buy the computer and set it up themselves. Because we have our own routine to setup computers, including creating a backend, secret local admin user on every computer we ever install, that user account will not be there. If, at some point, maybe in a year or two or three, they "forget" the password, we'll be charging them an hour to reset the password for the user account. We'll have to go on-site, use a program to reset and then be on our way. The process would be much simpler if we installed the computer and did it our way. My issue is explaining the charge to them. I'd like to be able to record the text conversation, so that when/if the issue comes up, we can quickly find the note we took and be able to explain this to them. Or, when we get a call about the computer, find that we don't have remote access to it or any notes about the new computer, we can be reminded that this was the computer that we did not install ourselves. I suppose we could create an Asset for it, name it Unknown Computer Installed by Client or something, but then how would we search for it? Or, maybe how or where would we record conversations/notes so that they can be found without know exactly what to search for? There must be some way within the program to record such information, but it is not something we have been able to figure out.

[Support Team]

Re: Taking Notes for use that might not be referenced for years

Thank you for posting this and sharing your use case.

There may be several options to save such conversation notes in -

1. Under the Account Service tab there are two free text fields - Description and Internal.
The texts added in these fields are shown and displayed automatically in the New Ticket window and is visible for any employee adding such a new ticket.

While typing the text in these fields, you can insert the current date/time using the option in the pop up menu.

2. Another option is to add a pop up note/message under the Account Details tab. If the 'Popup' checkbox is marked, the note written will pop when selecting this Account record in various places in the application including when creating a new Ticket for the Account.

3. For notes that do not have to be shown during the Ticket creation process, you can use the Notes tab that is also a free text field.

In case some of these tabs are not shown in the Account details window, you can access them from the 'All tabs' drop down menu at the tabs row or use the Tab Management to organize the tabs.

Hope this helps.