Notes associated with cases

The Notes page lists the notes entered by the agent for the selected case. You or any other agent associated with the case can refer to these notes during the resolution of the case. You can also view notes that are automatically generated by the system when the following events occur—state change, case merger, and calls are cut and pasted into a new or an existing case.

To search notes
  • In the Notes tab, type the text in the Search notes field. Optionally, you can include the system notes to your search by clicking Show system notes option.
To add notes
  1. Click Cases to display a list of all cases.
  2. Locate and click the required case from the list.

    The details are displayed in the right pane.

  3. Click the Notes tab.

    Notes related to the selected case are displayed.

  4. Click Add Note.
  5. Enter the note in the text box.
  6. Click Save.
To edit notes
  1. In the Notes tab, and click Edit.
  2. Edit the information that is displayed and click Save.
    Note:

    You can edit only the most recent note that you have created.

Parent topic: Working with cases in Ignite(WEB)
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