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. The difference is:

• A Private Note doesn't cause an email to be sent to anyone.
• Any internal user who views the record can see all email messages and notes recorded in the history.

• For the Cases Object, email responses are stored in the history, as well as sent messages. For other objects, only sent messages are recorded.

• An external user who is accessing the record using the Service Portal sees only those messages in the record history in which they were the sender or a recipient.

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.
4. For a Case record in ServiceDesk, the following form appears:

   

   • Quick Text - Insert a segment of Quick Text into the message.
   • Search Knowledge Base - If a Knowledge Base is present, use this option to insert a link to an article.

5. For all other records, including case records in other Dynamic Case Management applications, this form appears:

   

   • Email Template - Select an optional Email Template to use for the message.

6. For all records, you can also:
   • [Add Recipient] - Click this button to add additional message recipients for an email.
   • [Attach File] - Click this button to add an Attachment.

7. Click [Submit]