Case notes and attachments

You can add notes and attachments to a case to augment the information in the case form. You can view notes and attachments that have been added to a case. Other agents who service the case can view the notes and attachments. If the case is shown to the employee, then you can specify the notes and attachments that can be shown to the employee.

Maximum file size for an atachment is 25 MB.

Some service center roles can edit case notes.

Only ServiceMgr and ServiceAdmin roles can delete an existing note. A service center user can delete attachments that were added by other service center users only if permission has been granted for his role.

If a case note had been edited, then you can click the History button to open a separate Note History report. This report shows all changes that have been made to that specific note.