Viewing and updating case notes and attachments from the case form

You can view case notes and attachments that are attached to a case. Case notes and attachments are combined in the application as dialogues. Dialogues are accessed in the Dialogues report of a case.

Some service center roles can edit case notes:
  • If the manager role has been granted permission to edit case notes, then managers can edit any case note except notes that were created by employees.
  • Agents can edit only case notes that they have created.
  1. Access the case.
  2. Click Notes and Attachments.
  3. Click the case note or attachment that you want to view.
  4. To update a case note, specify information in the note form. See Adding a case note to a case from the case form.
  5. Click Submit.