Adding Notes to Questions

Definition

A note is a comment that is added to a question record for internal support purposes and is not visible to customers.

Usage

Notes are used when there is a need to add an internal memo or note that is invisible to the customer. This may be useful when, for example, different support team members want to record their opinions on a complex issue, and these technical comments should not be disclosed to the customer.

Notes can be added individually (described below) or collectively.

Procedure

Select a check box next to the required question in the list and click the Note button or access the question’s details view page and click the Note button.

On the note page, you can view the complete up-to-date discussion thread. Use the note form elements in the following way:

• Change the question’s status in the Status field;

• Enter the note text in the large text-entry area; to create a direct hyperlink to a Knowledge Base record, use its ID surrounded by the # signs (e.g. #1234#) in the text;

• Attach a file by specifying it local path in the Attach File field; you can also use the Browse button to find the file on your computer;

• Check spelling of your text by clicking the Spell Check button.

To save your note, click the Submit button.

Automatic e-mail notifications are generated according to notification settings when applicable.

Tips

To add more attachments, add new notes with attachments to the question. Entering the text is not required.

Use notes to store any reasonable ideas concerning the resolution of a question.

Next: Editing Questions