Private Notes and Email Messages

About Private Notes and Email Messages

Private Notes and Email messages can be created when viewing a a Case record or some other record. They are stored in the record history, displayed underneath the record.

Working with Private Notes and Email Messages

Creating a Private Note or Email Message

1. Under the record information, click in the area that says Reply or Add a Note
   The area expands, and several additional buttons appear.
2. Click [Private Note] to add an entry to the record history
3. Or click [Email] and select message recipients.
   The message is added to the record history, the same as a note.
   • Quick Text - This option appears for a Case record in the ServiceDesk application. Use it to insert a segment of Quick Text into the message.
     Additional options:
   • Email Template - This option appears for all other records, including Case records in a Dynamic Case Management application. Use it to select the template to use for the message.
   • Search Knowledge Base - This option appears for a Case record in the ServiceDesk application. If a Knowledge Base is present, use this option to search for an article and include a link to it in the text.
   • [Add Recipient] - Click this button to add additional message recipients for an email.
   • [Attach File] - Click this button to add an Attachment.

4. Click [Submit]