Add Notes to Requests

Technicians can add notes in requests to capture additional details or technical information about the request.

Role Required: SDAdmin, Technicians with access to the request, Requesters of the request

To add a note to a request,

• Go to Requests.
• Open a request to which you want to add a note.
• Click the notes icon in the top-right corner.
• Use the pointers below to configure the Add Notes pop-up.
  • Type your notes in the text box shown and format it as needed.
  • Mention users as @(username), @(emailID), or use placeholders (e.g., @Requester, @Technician, etc.) to notify or direct a note to users. Learn more.
  • Attach files to notes. Upload files from your computer or attach them from the cloud. You can attach up to five files to request notes.
  • Show this note to requester: By default, notes added are visible only to technicians. Select this option to make the note visible to the requester.

• E-mail the technician for notes addition: Check this box to notify the assigned technician about the note addition in the request.

• Consider this notes addition as first response: Check this box to consider adding this note as the initial response to the request.

• Click Save to add the note. The note will be added to the request in the Conversations tab and displayed along with its date, time stamp, and the name of the user who added the note.

User Mentions and Placeholders in Notes  

You can mention users while adding or editing a note in a request.

Use the '@' symbol to mention a user. You can mention the users by their names (e.g., @username) or use placeholders (e.g., @Requester, @Technician, etc.) to notify or direct a note to users.

The available users and the placeholders to mention will be listed in the Users, Organization Users, and Request Users drop-downs. Type @ to view the drop-down list.

• Users: All individuals associated with sites accessible to the user who is mentioning will be listed here.

• Organization Users: Organization roles will be listed here (e.g., @CEO @CFO @ReportingManagerofTechnician, etc.). The user associated with the role will be notified.

• Request Users: User fields in the request will be listed here (e.g., @Requester @Technician @GroupMembers, etc.).

The following placeholders are available for requesters and technicians:

Edit/Delete Notes 

Role Required: SDAdmin; Technicians with Editing/Deleteing Own Notes and Editing/Deleting Others Notes advanced permissions

Notes will be added under the Conversations tab in a request. To edit or delete a note, click the or icons against it.