Knowledge Article Journals

CSM provides the following OOTB KA Journal types:

• Journal - Note: Tracks User notes/comments. For example, a User might add a comment to a KA.
• Journal - Customer Request: Tracks Customer requests/comments.a KA in the Portal.
• Journal - History: Tracks important Field changes. Tracked Fields are configurable and are defined in the Business Object definition.
• Journal - Mail History: Tracks e-mail correspondence. For example, e-mails sent for receipt, follow-up, resolution, and questions. For example, Approvals notifications.
  Note: History Journals are automatically created by CSM. Notes are manually created in CSM, either by clicking New Journal or by clicking an Add Comment link. Customer Requests are manually created in the Portal.

Each Journal Type has its own unique form. Journals are child records, so they are linked to and available from their parent records (access Journals by clicking the Journals tab in the parent record's Arrangement).