Adding a note to a case

  1. Access the case.
  2. Click Notes & Attachments.
  3. Click Add > Case Note.
  4. Specify the note you want to add to the case.
  5. Specify this information:
    Make Resolution
    If the purpose of the note is to describe the resolution and you want to close the case, select Yes.
    Show to Employee
    To make the note visible to the employee, select Yes. This field is disabled if the case is not shown to the employee.
    Copy To Child Case
    Select Yes to copy the note to the case's child cases. Available only for parent cases.
  6. Click Add.