Case Notes compile all communication avenues of the case--emails, portal comments, internal HRSC notes, etc.

Open

You can view details of a Case Note by clicking on the Case Note Record #:

Open

Creating a New Case Note

To create a new case note, follow these steps:

1. Click on the “Activity” tab

    

2. Click on the “New Case Note” tab

   1. Determine the Case Note Type

   2. Determine if you want the Case Note visible in the HRSC Support Portal

   3. Determine a Subject Line

   4. Populate the Case Notes

   5. Click the “Save” button

       

3. Done. View Case Note on Case

   
   
   

New Portal Comment

If an HRL/etc adds a new Case Note to a Case from their HRSC Support Portal, two things will happen:

1. The Case Owner will get an email notification alerting them of the new Portal Comment logged into the Case.

2. A Case Note will get created in the Case.

   
   
   

Marking Emails/Portal Comments as Reviewed

When new emails and portal comments are logged into cases, they will automatically get marked as “Needs Review.” Many reports and List Views have been made to identify “cases with unread emails / portal comments.”

To mark these emails and portal comments as reviewed, follow these steps:

1. Go into the Case Note Record

    

2. Uncheck the “Needs Review” checkbox

   1. Click the “Save” button

       

3. Done. Case Note is marked as reviewed.