Case Comments

Comments can be added to cases to give customer service representatives additional information about the case. If comments are supported on a case, then Comments tab will appear on the entity navigation list of the case. Add Comments tab also appears on the Action list below the navigation list.

When adding a comment, messages can be added via a text box in the Case Comments window, or predefined comment templates can be selected. There is also an option to hide the comment from view. The ability to view or manage comments posted by other users is controlled through security.

Add, Update and Manage Case Comment

Users can view, add, update and delete comments for a case and also can view the history record of the comments.

To add, update and delete the comments:

  1. Open a case.
  2. Click the Add Comment tab from the Action list below the entity navigation list. (If this option is not available, then you do not have security privileges to add comments.)

    3. Note: Users can also select Commentstab from the Entity navigation list and click Add Comment button from the Comment Search Criteria screen.

Case Comment Search

Display multi-choice combo-box:

User can select the types of existing comments to display in fetched case comments table. Following are the three categories, user can search in it:

  • Active: All active comments, or the active comments only from the user. It depends on the rules palette security configuration.
  • Hidden: All hidden comments, or the hidden comments only from the user. It depends on the rules palette security configuration.
  • Shadowed: All deleted comments, or the deleted comments only from the user. It depends on the rules palette security configuration.

Adding New case Comment

  1. Click add Add Case Comments icon, the Case Comments window appears.
  2. Enter the comment information in the fields provided in the Case Comment window. You can use a predefined template by selecting one from the Comment Name drop-down list.
  3. Use Upload button to attach any case related document. Only one attachment is allowed per comment.

    Note: The attachment can not be deleted, once the comment is saved.

  4. Click Save to add the comment to the case.

Updating an Existing Case Comment

  1. Click the <Source> link from the selected case comment table. The <Case Name> window appears.
  2. Update the required information from the available fields.
  3. Click Save button to update the comment information.

    Note: The Cancel option before saving the comment will discard all the changes.

Deleting a Case Comment

  1. Click the Delete icon in the Action column of the comment, from the selected case comment table.
  2. A notification will appear to confirm the command, click OK.

The deleted comments will be available in the Shadowed comments list. Search for Shadowed from Display multi-choice combo-box to get the deleted comments list. If any attachment was uploaded for the comment, then it can be downloaded.

History of the Case Comments

The History tab in the Case Comments screen contains the list of operations on case comments. Click the <Client Number> link to see the changes.

Search for Existing Case Comments

  1. Open a case.
  2. Click the Comments link on the Entity Navigation list.
  3. Click the Filter icon and select the search criteria in the Comment Search screen. There is a Display multi-choice combo-box that allow to select the type of comment you want to return in the search results. There are From and To fields to search comments by date. The Added By field filters comments based on the user that entered the comment. You can also configure some search-fields. For example, in the image below, Functional Department and Category are the configured search fields.
  4. Click Refresh to apply the search criteria and return the results. Comments that meet the specified information will display in the Comment Search Results section.

On the Comment Search Results section, click the <Source> link. The <Case Name> window appears. Update the comment details and then, click Save.

To open Case Comments screen, on the Comment Search Results section, click the Comment icon under the Action column.