when closing the call. If a call is reopened, this text is copied as an
entry into the Notes text.
Making notes describes any ongoing dialog towards resolving the problem.
This text cannot be edited. It is a single word-processing field, when
making a note you enter text and when the text is accepted the text is
appended to the notes field.
Any of these fields can be used when searching for text.
Description, Resolution, Notes
Three word processing fields can be used for entering a call.
The problem description is describes the problem. This text can be edited
as long as the call is not closed or canceled.
The resolution summary describes how it was fixed. This text is entered