Case notes and attachments
You can add notes and attachments to a case to supplement the information in the case form. You can view all the notes and attachments added to a case, and other agents who service the case can also view them. If the case is visible to the employee, you can specify which notes and attachments are shown to the employee.
This list identifies the service center roles that can edit case notes:
- If the case manager was granted permission to edit notes, managers can edit any note except those created by employees.
- Case agents can only edit the notes that they created.
Only case manager and administrator can delete existing notes. Service center users can delete attachments added by other service center users only if their roles were granted permission.
If a case note has been edited, you can click the button to open the Note History report. This report shows all changes made to that specific note.