Work Item Notes

The Notes section lets you view notes that have been attached to the selected work item. It also lets you add new notes to the work item. The number in the circle next to the Notes heading indicates the number of notes associated with the work item.

Notes are displayed next to the name and picture of the operator who added the note.

Note length can be a maximum of 7500 characters.

Adding Notes to a Work Item

1.

In the Work Item Page, click the Notes tab.

Note: If you opened the work item from a Search Results list, the work item opens in a Preview Pane. In the Preview Pane, click the Notes icon ( ).

2.

To add a note, do one of the following:

• In the Preview Pane, click .
• In the Work Item Page, click Add a Note.

The Add Note dialog opens.

3.

From the Note Name drop-down list, select a name for the note.

Your XTRAC administrator may have defined a list of note names. If you are instructed to use note names when adding notes, select an appropriate value from the drop-down list.

4.

In the Control Number field, enter a number.

Control numbers are commonly used to identify a conversation with a customer. If you were instructed to use a control number, enter one here.

5.

In the Note Text field, type the content of your note (up to 7500 characters in length).

6.

In the Memo field, enter a memo about the note (up to 60 characters).

If you enter text in the Note Text field, the Memo field is optional.

Your organization may be configured so that the text you enter in this Memo field overwrites the text in the Memo field on the work item. This lets other operators know you’ve added a note to the work item as soon as they open the work item or view the work item in a work list.

7.

Click Add Note.

The Add Note dialog closes and the note is added to the list of notes.

Sharing a Note

1.

Open the note you want to share.

2.

Click .

An email window opens with the following content:

• Subject line stating the name of the operator sharing the note, and the work item number the note is attached to.
• Message body indicating the date the note was created, the note name, and the note text.
• A link that opens the work item so the recipient can view the note and respond to it.

3.

In the "To" field of your email client, enter the addresses of the people you want to review the note.

4.

Add any additional information you want to the message body and click Send.

Buttons and Fields

Item	Description
	Add a new note to the work item. Displays only if the work item is open in the Work Item Preview pane. Opens the Add Note dialog.
	Add a new note to the work item. Displays only if the work item is open in it's own window. Opens the Add Note dialog.
	Picture and name of the operator who added the note. Click the operator's name below the picture to see that operator's information in Fidelity Central Who's Who. Click to share the note with that operator. Click to start a Skype chat with that operator. Click to view basic operator information.
	Share work item note with others.
	Move back to the top of the page. Displays only if the work item is open in the Work Item Preview pane.

Add Note Dialog Buttons and Fields

Item	Description
Note Name	Select a note name from the drop-down list.
Note Text	Enter the contents of the note in this field. This is a required field. Your note can include up to 7500 characters.
Control Number	Enter a control number.
Memo	Enter a memo for the note.
	Click to add the content of the note to the selected work item.
	Discard the note's contents and cancel the add note process.