Difference between revisions of "Private Notes and Email Messages"
From AgileApps Support Wiki
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# Under the record information, click in the area that says '''Reply or Add a Note'''<br>The area expands, and several additional buttons appear. | # Under the record information, click in the area that says '''Reply or Add a Note'''<br>The area expands, and several additional buttons appear. | ||
# Click '''[Private Note]''' to add an entry to the record history | # Click '''[Private Note]''' to add an entry to the record history | ||
# Or click '''[Email]''' and select message recipients. | # Or click '''[Email]''' and select message recipients.<br>The message is added to the record history, the same as a note. | ||
#: | #: | ||
# Additional options: | # Additional options: | ||
#* '''Quick Text -''' Use | #* '''Quick Text -''' This option appears for a Case record in the {{HD}} application. Use it to insert a segment of [[Quick Text]] into the message. | ||
#* '''Search Knowledge Base -''' If a [[Knowledge Base]] is present, use this option to search for an article and include a link to it in the text. | #* '''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 {{HD}} 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. | #* '''[Add Recipient] -''' Click this button to add additional message recipients for an email. | ||
#* '''[Attach File] -''' Click this button to add an [[Attachment]]. | #* '''[Attach File] -''' Click this button to add an [[Attachment]]. | ||
#: | #: | ||
#Click '''[Submit]''' | #Click '''[Submit]''' | ||
Revision as of 02:20, 26 June 2013
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
- Under the record information, click in the area that says Reply or Add a Note
The area expands, and several additional buttons appear. - Click [Private Note] to add an entry to the record history
- Or click [Email] and select message recipients.
The message is added to the record history, the same as a note. - Additional options:
- 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.
- 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.
- Click [Submit]