Notes allow agency users to post status updates or key information for other Staff users on request. Notes are not directed at any staff and have a different trigger for email notifications, which differentiates them from internal messages. Admins and Department Admins can pin notes to the top of the timeline for easier visibility.
Add a Note
Select the Add note (notepad and pencil) icon in the toolbar
Enter the text of your note
Click the Send Notes button
Pin a Note
Admins and Department Admins can pin a note above the Timeline to help make key information from a request easy to access. Only one note may be pinned at a time.
Select the pin icon next to a note on the Timeline tab
Note:
Admins and Department Admins can also check the Pin this note above the timeline box when they create a note.
View the pinned note under the Pin board section of the request
Note:
Only one Note may be pinned at a time.
Select the pin icon again to unpin a note
Delete Notes
Important Note:
Notes cannot be deleted once they have been created. If a note contains incorrect information, you can edit the existing note or add a new note with the updated information or context.
If a note is no longer relevant, Admins and Department Admins can unpin it from the Pin Board, but the original note will remain in the request timeline as part of the request's activity history.
Timeline entries are retained to preserve an audit trail of actions taken on the request, including the creation, pinning, and unpinning of notes.
Email Options for Notes
Agency users can edit their Email Notification Settings to get notified when a Note has been created and/or a Note has been pinned on a request they are assigned to.
Timeline Entries for Notes
Timeline entries with Staff-only visibility are generated for the following actions:
Creating a note
Pinning a note
Unpinning a note
