To insert a note against a support provision task

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The procedure to insert a note against a support provision task 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. Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the support provision case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
  4. Highlight the specific row matching the task against which a note will be appended.
  5. Click on New Task Note. The Task Note window is displayed.
  6. Enter the Details of the new task note into the field provided.
  7. Click on Save. The new contextual note is displayed as a discrete event in the Task Summary table (accessible by double-clicking on the specific task), including the date stamp and name of the end user by whom it was created 2. All such events are categorised as type Note 1.
  8. Repeat steps 4 through 7 to add further task notes within the support provision case 3.


Tip

1 By default, all support provision task 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 task 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 individual task within an ongoing case file can be permanently removed using the Delete Note button (accessible by double-clicking on the specific task).


See related topics...

Support provision task progression management overview

Using the search facility