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    Notes
    • 11 Sep 2023
    • 2 Minutes to read
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    Contents

    Notes

    • Updated on 11 Sep 2023
    • 2 Minutes to read
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    Article Summary

    Notes are used in the Journey by Admins and Request Users to log Service Record activity and leave comments for other users. 

    This article provides an overview of how to manage Service Record Notes (Notes) in SysAid, including the ability to 

    Notes Requirements
    • Notes cannot exceed 5,000 characters
    • Notes are “Internal” by default unless their author enables the “Share with Request User” setting


    View Notes

    Notes in the Journey

     

    You can view Notes and read their content inline in the Journey tab.


    Notes can be viewed in four of the Journey Modes:

    • Highlights
    • Full Journey
    • Audit Log
    • Activities

    Notes
    • Highlights displays only the most recent version of a Note
    • Full Journey displays all updates made to a Note
    • End users are able to read and write Notes


    Write Notes

    Notes can be written from various locations:

    Notes Permissions

    Service Record Edit permissions are required to create or edit a Note


    Write Notes from the Journey


    Write a Note from the Journey

     


    You can write a Note inline in the Journey using a Rich Text Editor. 

    To write a Note, open the Rich Text Editor from either the Toolbar (by clicking [icon]) or by clicking the Next action line [icon]. 


    Write Notes from the Self-Service Portal


    Write a Note from the Self-Service Portal

     Edit Notes


    Edit a Note

     


    To edit a Note, hover over its text and click on the three dots, followed by the [pencil icon] icon. 

    Note Access
    • Only Super Admins can edit Notes of other Admins
    • Notes shared with the Request User can’t be changed to “Internal”
    • “Internal” Notes can be edited and shared with the Request User


    Enable Notes Notifications


    Enable Notes Notifications in Service Desk Settings

     


    You can enable “Notes are changed” notifications for one or more users or groups in General Settings:

    • Assigned Administrator
    • Assigned Group
    • Responsible Admin
    • Request User

    Once enabled, if a Note is created, edited, or deleted, the relevant user or group will receive a notification.

    To enable "Notes are changed" notifications, go to Self-Service Portal > General Settings and expand the user-type you'd like to modify Notifications for.

    This is where you can check off which Service Record events will trigger Notifications.

    Notes Notifications
    “Notes are changed” Notifications are only sent to end users if the Note is set to “External” (the “Share with Request User” toggle is enabled).


    @Mention Admins and Admin Groups


    Mention Admins and Admin Groups in a Note

     

    You can @mention Admins and Admin Groups in a Note from the Rich Text Editor by typing “@” before their name, which opens a dropdown list of Admins and Admin Groups. This dropdown list only includes Admins with Edit permissions for the Service Record.


    This automatically sends them notifications about all activity involving the Note they are mentioned in.


    Delete Notes

    Delete a Note

     

    You can delete a Note by hovering over its text and clicking on the three dots [3 dot icon], followed by the [trash can icon] icon.

    Note Deletions
    • Super Admins can delete other Admins’ Notes
    • Super Admins can’t delete Request Users’ Notes
    • Note deletion Events are: 
      • Removed from the Self-Service Portal
      • Visible in Full Journey and Audit Log
      • Deleting a Note with an Attachment deletes the Attachment from the Note
      • Notification recipients are notified about Note deletions
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