Case Notes (CASENOT)

 
The Case Notes view allows you to create, modify and delete Case Notes for existing cases.

You can access Case Notes information for an existing Case or you can create a new Case Note for a Case. The following fields are available on the Case Notes view and are based on the order in which they appear in the grid on the search page:

• Company - every record in the PointForce iTopia SQL database includes the Company Number. When reviewing the results from your search, the Company Number will display for all records. Note: You cannot modify the Company Number field in the grid.

• Customer Code - displays the Customer Code associated with the the current case. You cannot modify the Customer Code in the grid.

• CRM Note Category - displays the CRM Note Category assigned to the current record. CRM Note Categories are maintained in the CRM Note Category table, in the CRM module. You can edit this field on the grid by double clicking on the cell you wish to update. The lookup allows you to select from a list of available CRM Note Categories. Click on the check mark to update the field or click on the 'x' to cancel the edit.

• Case Stage - displays the Case Stage assigned to the current case. Case Stages are maintained in the Case Stage table. You can edit this field as required.

• Case Type - displays the Case Type assigned to the current case. Case Types are maintained in the Case Type table. You cannot edit this field in the grid.

• Note Text - the Note Text displays for existing Notes. You can edit this field on the grid by double clicking on the cell you wish to update. Click on the check mark to update the field or click on the 'x' to cancel the edit.

• Note Number - displays the system generated Note Number assigned to the Company/Case Number record. You cannot modify this field.

• Case Number - displays the Case Number associated with the current case. You cannot modify this field.

For information on the functionality of each button on the Account Activity Search Criteria Results/Grid page, click here .

Case Notes - Details Page

The following list defines every field in the Details page:

• In the Main Context section, the Company Number, Customer Code, Case Number and Note Number display as reference information for the detail record you are viewing.

• In the General section:
  • CRM Note Category - enter or select from the lookup a CRM Note Category for the Case Note. The CRM Note Categories are maintained in the CRM Note Category table, in the CRM module. This is a mandatory field.
    • Once a Note Category is selected, the Category name displays to the right of the field.

  • Case Type - displays the Case Type assigned to the current case. This field is for information purposes only and cannot be edited.

  • Case Stage - enter or select from the lookup a Case Stage for the case note. This field defaults to the Stage currently associated with the Case. You can edit this field as required in order to create a Case Note for a past, present or future stage. Note: You can only select Case Stages that are associated with the Case Type assigned to the case.

  • Note Text - enter the Note details in the Note Text field. This is a free format field that allows you to enter a maximum of 1048 characters of text.

• In the System section:
  • Time Created - displays the date and time at which the Case Note was created.

  • Creator - displays the user id of the user logged into the system when the Case Note was created.

  • Last Change - displays the date and time at which the Case Note was last updated.

  • Modifier - displays the user id of the user logged into the system when this Case Note was last updated.

For information on the functionality of each button on the Account Activity Details page, click here.

Lookup Functionality

The Execute Quick Lookup icon that displays to the right of a field opens a view that displays records related to the input field that you can select. All of the lookup views function in the same manor. If there are multiple records in a lookup the Search Critiera/Grid page is display. If there is only a single record in the lookup, the details page is opened.

The following table outlines the functionality of each button on the Search Critiera Grid page of the Lookup views:

Button Label	Icon	Functionality
Search		Searches for all records that match the Search Criteria input.
Clear		Clears the entries in the Searh Critiera.
Personalize		Opens up the Personalization section of iTopia which allows you to personalize the Search Criteria, Search Results, Sort and Details pages of the CRM Note Category. For more information on personalizing a view, click here. Note: If this button is not available on your view, you have not been assigned to a role that has been granted the 'customize' permission. Please contact your system administrator for more details.
Select Record		Selects the record and returns you to the Case Notes detail page.
View Record Details		Opens the Details page for the current record.

The following table outlines the functionality of each button on the Details page of the Lookup views:

Button Label	Icon	Functionality
Select		Selects the current record and returns you to the Case Notes page.
Go to Previous Record		Moves you to the previous record. This icon only displays if the current record is not the first record from the search.
Return to Search Page		Closes the Details page and returns you to the Search Criteria/Grid page.
Go to Next Record		Moves you to the next record. This icon only displays if the current record is not the last record from the search.