Adding a note to an incident

To add a note to an incident:

  1. Select an email message. The message must not be flagged with the New Incident icon.
  2. Click Add Note. The email is opened and the Interaction Type is set to Incident.
  3. To create a new incident for the note, select New Incident.
  4. To add the note to an existing incident, click Search to open the Search Incidents form and select an incident. All incidents associated with the current SSR are displayed. Select the incident, then click Select and Close.
  5. Click Submit. A message is displayed saying that a message has been attached to the note.