Case History Notes

The case history section displays all public and private notes added to the case. Public notes are visible to the user who raised the case.

System and Automated Notes

Many of the notes visible on this tab will be added automatically as events happen during the case.

Public Notes

Public notes include:

• The new case being raised by the user
• Any tasks generated by the case manager
• The case status changes
• Public notes added by task users
• A record that a task has been completed
• Questions asked by the case manager and replies from the user
• Updates added by the user
• Appointments being created, updated or cancelled
• The case being closed
• Any of the contact details being updated

Private Notes

Private notes are added to the history when:

• A target completion date (SLA) is set, extended, paused or breached
• A case is initially assigned to a group
• When someone claims or unclaims the case
• Attachments are uploaded or deleted
• Private notes are added to the case
• Tasks are created, started, completed or cancelled
• A case is manually escalated
• A case is reassigned
• The case stage changes
• The case subtype changes
• Cases are linked and if those links are updated or removed
• A case is converted from one type to another
• Case routines being triggered (the resulting actions may create public notes, depending on what they are, see Case Routines)
• A case is exported

Customising System Notes

The notes added to the case history by system actions are configurable. See the "Action Notes" section of Environment Configuration.

Manually Adding a Note

Beneath the history table is a button that allows the case manager or escalation user to add a note to the case history. "Add an update" displays a simple text box, a radio group to set the note as public or private, and "Submit" and "Cancel" buttons. Submitting an update adds a history entry.

If an update is added by a staff member who is not the case manager (eg by accessing the case from the search) an email may be sent to the case manager (if the case is assigned) or group responsible for the case type (if unassigned) using the "updated by staff" email template depending on your case configuration.

Platform History Records

For more information about the history records created by the platform's History worker during a case, see Case Management History Records.