Update a Communication Item

The Update Item page provides a place to review, and in some circumstances, update a communication item. The customer can only make updates to a communication item that they have opened. You can use the Update Item page to change some item information; however, not all information can be modified. You should include as much detail as possible when you update a Communication Item.

  1. Access the Update Item page.
    • Select Go To > Communication Log > View Item By Comlog ID. The View Item By Comlog ID page opens.
    • Type an item ID number, and then click View Item. The Update Item page opens.
  2. View the following information:
    • Item Description
    • ID
    • Product
    • Item Type – General Issue or Account Issue

    Note: This information cannot be modified.

  3. Optionally, modify the following information:
    • Note – Edit or add information about the item.
    • Internal Category – Change the category for the item. (FinThrive only). The internal categories that are available are determined by the item type. For a list of the available internal categories for each item type, refer to Internal Categories.
    • Category – Change the category for the item.
    • Priority – Change the priority level: Critical, High, Medium or Low.
    • Status – View/Change the State-Status of an item. For more information, refer to Communication Log States and Statuses.
    • Resp. Org. – Change the responsible organization.
    • FinThrive/Client Assigned Group – Change the department or title. FinThrive Only – Type the name of the FinThrive employee who is handling the item.
    • Commitment Date – Change the commitment date (FinThrive only).
    • Back Reprice – Change/View the date the last back reprice was run to address the item.
    • Hide – Change the Hide status (FinThrive only).
    • Follow-up Date – Change the date when you want to receive a reminder about the item.
    • Comment – Change the comment flag and type other information about the item that is not included in the main description.
  4. Optionally, to reopen a closed item, check Please reopen this item on update, and then click Update.
    • You must type a comment when you reopen an item. Explain your reason for reopening the item.
    • Once reopened, the issue status is “Open-Reopened Issue” and FinThrive is the responsible party.

      Note: The account representative is set as the responsible department for all reopened items.

    Below the Edit Items Details section is the References section.

  5. Optionally, add or update reference data to an existing item.
    • Once you choose the facility for the new reference, specify additional data as necessary.
    • Select Delete for any reference you want to remove from the Communication Log item.
    • Any changes you make to the references are saved when you click Update.
  6. Click Update to save your changes. The message This item has been updated successfully! appears.
  7. Optionally, you can perform the following actions:
    • Click Copy to add a new item identical to the current item to another facility or contract.
    • Click Reset to return the item data to the way it appeared when you accessed the page.
    • Click Cancel to clear any typed information and cancel the item.

The following table describes the fields on the Update Item page. comlog_addupdate.asp

Field

Description

Account(s)

List of example accounts in which the item exists; 40 character maximum.

Back Reprice

Date of the last back reprice. FinThrive only

Category

Item category.

Comment

Additional information about the item or communication between the user and FinThrive; 500 character maximum.

Commitment Date

Date FinThrive committed to resolve the item. FinThrive only

Facility Name

Full facility name

Follow-Up Date

Date when follow-up activity is scheduled for the item(s)

Hide

Indicates if the item is hidden from the customer. FinThrive only

ID

Sequential reference number of the line item

Internal Category

A category for FinThrive use only to more clearly identify the nature of the Communication Log item for internal purposes. The options that are available are determined by the item type. For a list of the available internal categories for each item type, refer to “Internal Categories” on page 749.

Item Description

A more detailed description of the item being added; 500 character maximum.

Item Type

Type of item – General - Issue, Account - Issue, Contract - Issue, Enhancement Request, Contract Modeling Issue, Contract Modeling Request, or Service Request

Last Comment

Date and time the last comment was posted, followed by the organization that posted it

Last Modified

Number of days since the item was last modified, the date and time the item was last modified and the organization that modified it

FinThrive Assigned Group

FinThrive employee or department assigned the item.

Note

Additional information about the contract and account(s) in which the item exists

Opened

Number of days the item has been open, the date and time the item was opened and the organization that opened it. For items that were reopened, the number of days includes any days the item was closed before it was reopened

Posted Comments

All comments posted to the item, including the date and time each comment was posted

Priority

Item priority

Product

The FinThrive product associated to the issue; this field defaults to the product you are currently logged into. Possible options include Performance, Professional, CarePricer and Reports.

References

Information about other facilities and/or contract profiles that are also associated with the item

Resp. Org.

Organization currently responsible for the item and next status change

Status

The current implementation status within a stage
  • Click My Worklist to display the Communication Log Worklist page. The worklist is generated based on the last criteria you submitted. If none exist, clicking the link displays the Communication Log Worklist Selection page.
  • Click Add Item to display the Add Item page. For more information, refer to Add a Communication Item.
  • Click Print View to display the View Item page which contains all the item information in a printer-friendly format.
  • Click Edit Comment Flags to display the Edit Comment Flags page. For more information, refer to Edit a Comment Flag.
  • Click View Comments to scroll the current page to the comments list and display the first comment at the top of the page.
  • Click Item Log to display the Item Log. For more information, refer to View the Item Log.