The RFC Notes tab displays entries made by a User regarding the Change Request. New Notes are date-stamped automatically and associated with the User logging the Note.
The number of Notes recorded against a Request is displayed in brackets on the Notes tab, and if a Note has been added by a Customer or a Technician other than the Technician assigned to the Request, an asterisk will also be visible on the Notes tab until the assigned Technician opens the Note.
The Add Note button within the Summary tab can be used to open the Change Request in Edit mode and automatically access a new Note window, as shown in Step 4 below.
Use a Change Request's Print button to access a list of all Change Request Notes in one screen. To hide Private Notes in the Print output, remove the tick from the Show Private Notes box.
When the first Note is created for a Change Request, the Request Description automatically populates the New Note editor allowing the Technician to enter their response.
To add a Note:
Click the RFC ID Number
The Change Information>Summary tab appears.
Click Edit
In the Notes tab, click New
Enter the Note details
Or, select a Template, if a relevant pre-configured response has been
set for the Item Type or Category for the Item assigned to the Change
Request.
Enter Note Time
The time entered represents the amount of time accumulated to formulate
the Note's content or time spent working on a request away from the
system. If no additional time has been spent on the Request away from
the application this field will be automatically populated with the
Logged Time when the Request is in Edit mode, if the Manual Request
Time option is disabled in the Setup>Privileges>User tab. When
this option is disabled,
is visible next to the Change Request number in the top right corner
of the Summary Tab screen when the Request is in Edit mode. (See:
Contracts Logged Time.)
Adjust the time and date work was completed, if required
Add
attachments to be sent with the Note, if required
A maximum of two attachments can be added per Note.
Adjust
the Note visibility, if relevant
The default Private or Public visibility for Email Notes is set within
Admin>Setup>Privileges>Requests, and can be adjusted on a
per Note basis.
Refine
the Email Recipient options as required
The default Request Notifications
for Notes is set within the Team assigned to the Request, and can
be adjusted on a per Note basis.
Vendors, as Email Recipients,
is displayed as an option if the Change Request is in a State associated
with an Underpinning Contract.
Click .
A Technician can only add RFC Notes if they belong to the work group associated with the current RFC status.
When a new Note is created for a Request it can be added to the Knowledge Base by selecting the Create Knowledge option. By selecting this option and then manually moving the Request to a Closed State, the system automatically creates a Solution Knowledge Base Article with a visibility of Assigned Request. This visibility allows Customers of a shared Item assigned to the Request to also view the Solution. For the Solution to be available to other Customers of the same Item Type, the visibility must be adjusted to Technicians and Customers within the Analysis tab or the Knowledge Tab.
If a Note resolves the issue, the Note can be saved as the Solution. This will convert the Note into a Solution Article (found under Change Request>Analysis tab), by enabling the Create Knowledge option before selecting the Solution button. Clicking the Solution button will automatically move the Change Request to the default Closed State. If the Solution button is applied to a Change Request containing attachments, the attachment is included in the Solution email.
To save a Note as the Solution:
Enter the Note details
Select Create Knowledge, if the Note content is to be available in the Knowledge Base
Click Solution.
For Create Knowledge enabled Notes, the content will be recorded as
the solution under the Analysis tab. The Status of the Change Request
will change to default exit State of the assigned Workflow.
Use the Draft button to save an incomplete Note entry, which will be displayed in the Notes list. When a Note is saved as a draft, the Status will be displayed as . If the Add Note button is selected when a draft Note has been recorded against a request, a warning will be displayed. To continue working on a draft Note, open the request in Edit mode and select the Note No. hyperlink.
When the Note is created, it can be either public or private. After the Note is saved, it is possible to switch visibility
If a Note is marked Private, a padlock graphic is visible. To change the status to Public, click to display
To change the Public Note to Private, click to display .
An asterisk is visible on the Notes tab when the Technician assigned to the Request is yet to view a Note added to the Request.
To view a Note:
Select an Incident ID Number
Select the Notes tab
Click
on the Incident Note Number hyperlink.
When Notes are viewed without opening the Request in Edit mode by clicking the Note No. link, the User can scroll through the Notes list by selecting inside the top right corner of the Notes window.
To reply via email to a Customer Note:
Click the required Incident
ID number.
The Change Information screen appears.
Select Edit
Select Notes tab
Click on the Note number
The Note appears.
Click Reply
The new Notes editor is opened and includes the Note that is being
responded to.
Enter the Note content
Adjust the Visibility and Recipients settings, accordingly
Select Add Note to send the Note, or click Draft to finish the Note later.
To email a Customer after a Note has been saved:
Click the required RFC
ID number
The Change Information screen appears.
Select Notes tab
Click on the Note number
The Note is displayed.
Click Email to send the Note to the Customer and any other Users added to the Notification list.
When a Note is created for a Request that belongs to a Group, the Apply to Group option is visible within the Notes tab. If the new Note is to be assigned to all requests within the Group, select the Apply to Group option.
Any new requests added to the Group at a later date will also have all pre-existing Notes, with this option selected, applied to the newly grouped request.
When the Apply to Group option is selected, the Add Note Time to Group option is displayed. Select this checkbox to also apply the Note Time to each of the requests.
Selecting the Apply to Group option and then clicking the Solution button,
closes all requests within the Group.