Demo
If you need to add additional information to an existing trouble ticket, you could phone or email TELUS and request that the information be added. With LYNX Web however, you can also add the information yourself. This is done by creating a new activity for the ticket, which will be visible to users in your company and at TELUS.
Retrieve and drill down on the ticket you want to update. You can retrieve it using the navigation options you learned in the third tutorial topic.
Once you have drilled down on the ticket, the details of the trouble ticket appear in a form, and a list of all activities that have been performed on the ticket appears below.
Note: The list of activities may display several different activity types. Cumulatively, these represent the "history" of the ticket - they are the updates that have been made to it. While you may see several different activity types, the only activity type that you can create using LYNX Web is a "Web Update" activity.
Click the Add button that appears above the list of activities. A new Updates form appears where you can add the details of your activity.
In the Comments field, enter your update for the trouble ticket and then click the Submit button. The list of activities reappears below the trouble ticket, and your new activity is included in the list.
