To insert a note against a support provision case

The procedure to insert a note against a support provision case is as follows:

1. Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Support Case Details window is displayed.
3. With the Summary tab in current focus, click on New Note. The Case Note window is displayed.
4. Enter the Details of the new support provision case note into the field provided.
5. Click on Save. The new contextual note is displayed as a discrete event in the Case Summary table, including the date stamp and name of the end user by whom it was created 2 1.
6. Repeat steps 3 through 5 to add further notes to the support provision case 3.

Tip

1 By default, all support provision case events are displayed chronologically, by their assigned date stamp; to aid analysis, rows can be reordered by clicking on any of the available headings.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 Automatically recording this information against each support provision case note maintains a full audit history of all related activities, capturing the correct timeline of events.

3 Contextual events that have been appended to an ongoing case file can be permanently removed using the Delete Note button.

See related topics...

Support provision case progression management overview

Using the search facility