C.4 Case Comments

This topic provides the information about adding and managing comments related to a case, including notes, updates, and additional details within the system.

Case comments refers to additional details provided in the Vendor Messages section of Work Orders tab that are required by the third party vendors to act upon the case.

The Vendor Messages section can be updated after the case has been created in third party system and serves as a communication channel between the integrated system.

Vendor Messages section is available in the Work Orders tab only when the Channel is selected as GENERIC RECOVERY INTERFACE and by default, the Vendor Message Type is selected as CLIENT UPDATE.

Figure C-4 Case Comments

Description of "Figure C-4 Case Comments"

Accordingly, in the Vendor Messages section when the details of Vendor Message Type and Vendor Message are updated for a work order, system triggers addCaseUpdate() to update the same details in the third party system.

An outbound comment is posted on the corresponding account in Customer Service, click Comments tab, with the following details and the update details are also captured as a record in Work Order History tab.

• Type = SYSTEM GENERATED
• Sub Type = OUTBOUND TO INTERFACE
• Comment = “[Case No]: <<Vendor Msg Text >>”
• Comment By = “USER”
• Comment Dt = Comment Posted date

Figure C-5 Case Comments

Description of "Figure C-5 Case Comments"