Add Notes in Requests

Add Notes in Requests

Technicians can add notes in requests to capture additional details or technical information about a specific request.

Role Required: SDAdmin, Technicians with Add Request permission, Requesters of the request

To add a note to a request,
  1. Go to the Requests module and select the respective customer from the drop-down in the header.
  2. Open a request to which you want to add a note.
  3. Click the notes icon in the top-right corner.

Use the pointers below to configure the Add Notes pop-up.
  1. Type your notes in the text box shown and format it as needed.
  2. Show this note to requester also: By default, notes added are visible only to technicians. Select this option to make the note visible to the requester as well.
Info
Requesters can only add public notes (i.e., visible to both the requester and the technicians) .
  1. E-mail the technician for notes addition: Check this box to notify the assigned technician about the note addition in the request.
  2. You can mention users in notes using the '@' symbol. Mention users by their names (e.g., @username) or by using placeholders (e.g., @Requester, @Technician, etc.).
    1. Type @ to view the available users and placeholders for mentions in the following drop-downs:
      1. Users: Lists individuals associated with sites accessible to the user who is mentioning.
      2. Organization Roles: Organization roles will be listed, and the associated user will be notified.
      3. Request Users: Lists placeholders of user fields in the request, such as Requester, Technician, Group Members, etc.
  3. Consider this notes addition as first response: Check this box to consider adding this note as the initial response to the request. This option will only appear if it is enabled in the application.
Info
To enable this setting, go to Setup > General Settings > Advanced Portal Settings and select the When technician adds a note to the request checkbox under Set first response time of a Request.     
  1. Click Save to add the note. The note will be added to the request in the Conversations tab and will be displayed along with its date, time stamp, and the name of the user who added the note.

Info
You can add multiple notes to a request. The notes added will be displayed in descending order, with the most recent notes appearing first. 
 

Edit/Delete a Note 

To edit or delete a note, go to the Conversations tab in a request. On the note you wish to edit,
  1. Click to edit the note.
  2. Click to delete the note.


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