Comments
A comment is a note on a case, for example a document that is still missing or a question for the handler. Everyone working on the case can see it. Once the point has been dealt with, mark the comment as solved.
You can work with comments in three places:
- The comment icon at the top-right of every page, for the open comments on your cases.
- Comment on the Case List.
- Comments in the case window on the Task board.
Permissions
Set in Role & Permission:
| Item | Permission |
|---|---|
| Comment icon and its list | No permission needed. It lists the comments on the cases you can see |
| Comment on the Case List | Comments > View |
| Comments in the case window on the Task board | Cases > View |
You see the comments of the cases you are assigned to, as the handler, sales admin, deal maker or IMS processing person. If your role can view all cases, you see the comments of every case.
The comment icon
The comment icon sits next to the bell at the top-right of every page.
- A red number on the icon shows how many comments on your cases are still open (not solved). It updates by itself when someone adds or solves a comment.
- Click the icon to see the latest 5 open comments. Each shows the case number, the comment and when it was written.
- Click a comment to open the Task board with that case's window open, so you can read all its comments and deal with them.
If there are no open comments, the list shows No comments yet.
Add a comment
- Open the comments of the case: click Comment on the Case List, or open the case card on the Task board.
- Type in Add a comment....
- Click Submit.
The comment appears in the list with who wrote it and when. The other people on the case see it on their comment icon.
Mark a comment as solved
When the point in a comment has been dealt with, click Mark as Solved next to it. The comment then shows Solved and leaves the open comments on the comment icon.
A solved comment can't be opened again. If the issue comes back, add a new comment.