Notes, transitions, and activity logs
Notes offer an easy way to collaborate with different stakeholders on a case. You can use this feature to add comments, log updates, or action items, that can be viewed by anyone collaborating on a case.
To add or update a note, open a case on your case system page. Next, click the Notes tab.
Add your comments or notes in the text area on the Notes tab, and then click Add.
There are various options to format a note. In addition to formatting text, you can add emojis, attach files or images, and use @mention tags. Use an @mention to ensure that a member gets a notification about a note or action item. You can @mention individuals or groups in notes.
Transitions capture all the status changes for a case. In a case form, click the Transitions tab to view a history of all status changes made.
The Transitions tab also captures the amount of time spent in each status. You can use the time spent on each status to derive insights towards better management of cases. This is useful in following up on cases, especially critical ones, so that they are resolved without delays.
Click on the Transitions tab in a form to view these details:
- Who changed the status of the case?
- When was the status changed?
- How much time was spent in a specific status?
The Activity tab provides a list of all the key actions performed on a case. Key actions include any changes that are made to system fields, such as, Priority, Assignee, or Due date. For instance, if you have changed the value of the Priority field for a specific case, the change is captured here. The value of the field before and after the change is also displayed. However, any such changes made to custom fields are not displayed here.
You can also view when a case was created, closed, or cloned.
The Activity tab is a means to quickly check the history and progress of a case as it provides the following information:
- Timestamp - the exact time at which an action was performed.
- Performed by - the name of the member who performed the action.
- Activity - the type of action that was performed with details of any changes the action has caused.