To insert a note against a support provision case

Where 'assessment' and 'support plan' cases have been linked together, system configuration preferences provide an added level of control when inserting stakeholder notes i.e. the relevant contextual information can either be mapped directly to the overarching assessment case, or ascribed instead to the linked support plan.

The procedure to insert a note against a support provision case is as follows:

1. Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Support Case Details window is displayed.
3. Click on Notes. The Notes tab is activated.
4. Click on New Note. The Case Note window is displayed.
5. Where the note is to be attributed to a linked support plan and not an overarching assessment case, activate the Support plan note tick box provided; use the adjacent Support plan drop-down field to select the linked plan relevant to the new note 2.
6. Enter the Details of the new support provision case note into the field provided.
7. Click on Save. The new contextual note is displayed in the Notes grid, including the date stamp and name of the end user by whom it was created 3 1.
8. Repeat steps 3 through 7 to add further notes to the support provision case 4.

Tip

1 By default, all support provision case notes are displayed chronologically, by their assigned date stamp; to aid analysis, rows can be reordered by clicking on any of the available headings.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 The availability of these options is steered by the system preference View and manage Support Plan cases from Assessment cases, and restricted to those support provision cases categorised as Assessment.

3 Automatically recording this information against each support provision case note maintains a full audit history of all related activities, capturing the correct timeline of events.

4 Contextual events that have been appended to an ongoing case file can be permanently removed using the Delete Note button, accessible via the Summary tab.

See related topics...

Support provision case progression management overview

To define a system preference value

Using the search facility