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Activities for call logs or Tasks?

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Activities for call logs or Tasks?

11/5/2004 5:07 PM EST

I am still unsure as to whether I should use the Activities log or Tasks for responding to trouble tickets. It seems that Activities lend itself better to tracking the call since I can apply followups but not sure if that is what its designed to do.

One issue I had today was that I needed to schedule a followup alert for later in the same day. The program would not allow this since there really is no time (only date) logged for the activity. Is this by design or might this be a Feature Request (or am I totally using this wrong). Please advise.

1. 11/6/2004 11:12 AM EST

By Graham Bond

Good questions

With trouble tickets you're choice now for keeping track of what you're going to do is to use "tasks". And tasks does indeed only alert you by day and not tie into future things you might do -- which the "activities" feature does. The "activity log" feature in Help Desk (as opposed to the "activities" capability found elsewhere) is more to capture what you've done in terms of time and materials tracking. Specifically so you might bill these back to a customer, for instance.

The interesting point you raise is to integrate "activities" -- found in other areas of the application (e.g. under "Contacts") because it has the better follow up capabilities to which you refer (e.g. being alerted at a certain time on a certain day). We probably also need to make the difference between "activities" and the "activity log" clearer. Need to ponder the nomenclature issue. Any suggestions?

Thanks for the question and we'll put this in the request log.

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