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. Private notes can only be seen by staff members.
Manually Adding a Note
Beneath the history table is a button that allows the case manager to add a note to the case history. Press "Add an update" to add a note manually.
The modal window displays a text box to enter your note, a radio group to set the note as public or private, and a "Submit" button.
Outcome
- Submitting an update adds a note to the case history
- If an update is added by a staff member who is not the current case manager (eg by accessing the case from the search) an email can be sent to the case manager (if the case is assigned) or group responsible for the case type (if unassigned)
- Public notes added by a member of staff may send an email to the person who raised the case
Email Configuration
The person adding the note cannot choose whether an email is sent or not, or edit the email - this is a configuration level setting.
The emails sent when adding a note use the "Updated by staff" set of email templates. The following variants can be added to the main "Case Management" application to enable the feature for all case types, or to individual case types.
- Case group - Sent to the user group responsible for the case type if the case is unassigned
- Case manager - Sent to the current case manager if the case is assigned
- Citizen - Sent to the user who raised the case (if logged in)
- Anonymous - Sent to the user who raised the case (if not logged in)
The "active case" and "email" sets of tokens are available to use in your templates. In the emails sent to the person who raised the case, the
System and Automated Notes
Many of the notes visible on this tab will be added automatically as events happen during the case.
List of 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
List of 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.
Further Reading
For more information about the history records written during a case, see Case Management History Records.
