Add a Customer Entry or Private Note to an Incident

Follow this procedure to add a customer entry or private note to an incident.

1. From an incidents report, right-click the incident and select Open > Incident.
2. To add a customer entry, click Add and select Customer Entry. The Customer Entry title bar displays on the uncommitted threads panel.

   You can add multiple threads to the uncommitted threads panel before saving the incident. To edit or delete a thread, click Edit or Delete found on the right side of the title bar.

   1. To identify a channel for a customer entry, click the Phone drop-down list in the Customer Entry title bar and select one of the following options: No Channel, Phone, Fax, Post, CSS Web, or Email. (Phone is the default channel on the Customer Entry title bar.)
3. To add a private note, click Add and select Private Note.
   1. To identify a channel for the private note, click the No Channel drop-down list and select one of the following options: No Channel, Phone, Fax, Post, CSS Web, or Email. (No Channel is the default channel.)
4. Enter the customer entry or note in the uncommitted threads panel. See Incident Thread Toolbar.
   When you save the incident, the uncommitted threads panel closes and all uncommitted threads are moved to the committed threads panel. The committed threads panel expands so the incident threads are easier to read.

   You can right-click in the committed threads panel and choose options for selecting, copying, and finding text. The find feature (which can also be opened by pressing Ctrl+F) can be useful for finding information quickly.

Results:

The thread control remains in this state until you add another response, customer entry, or private note. At that point, the uncommitted threads panel displays again.