Case notes and attachments

You can add notes and attachments to a case to augment the information in the case form. These rules apply when working with notes and attachments in a case:

• You can view the notes and attachments of a case.
• Other agents who service the case can also view the notes and attachments.
• If the case is visible to the employee, you can specify which notes and attachments are also visible to them.
• The maximum file size for an attachment is 25 MB.
• Some service center roles are allowed to edit case notes.
• Only users with ServiceMgr or ServiceAdmin roles can delete existing notes.
• A service center user can delete attachments added by other users only if their role includes the appropriate permission.
• If a case note is edited, you can click History to open the Note History report, which shows all changes made to that specific note.