Did you know about the Show to Employee setting for case notes in Case Management?
When employees need information, they can contact the Case Management (CM) service center by clicking Ask HR on the Home page to submit a question via a CM case, or via phone or chat whereby the service agent creates a case on the employee’s behalf.
Case Attachments
When creating a case, employees and agents can add case attachments—specifically, link and file attachments—to help describe an issue or a solution.
For example:
- A screenshot of a Knowledgebase page
- A form that the employee must complete
- The URL of a Knowledgebase page
Employees and agents can also add file attachments to existing cases.
Case Notes
For existing cases, employees and agents can add case notes.
A case note—often referred to simply as a “note”—is a plain text attachment that includes additional information about a case’s issue or solution.
• Employees can attach notes to their own open cases.
• Agents can attach notes to the unarchived cases that they service (open or closed).
• Case Management administrators can configure the Case Management application to allow and disallow service center personnel to edit case notes’ text as per their role (ServiceRep, ServiceMgr, and ServiceAdmin) and population.
• Employees cannot edit notes, even the notes they created and attached to a case.
• Case Management administrators can configure the Case Management application to allow and disallow service center personnel to remove notes from cases as per their role and population.
• Employees cannot edit or remove notes, even the notes they created and attached to a case.
The Notes & Attachments Tab
Case notes and attachments appear on the case form’s Notes & Attachments tab.
The Show to Employee Setting
On the case form’s Notes & Attachments tab, in the Show to Employee column:
- The Yes setting renders the case note or attachment visible in the employee’s view.
- Case notes and attachments set to No do not appear in the employee’s view.
All case notes and attachments that employees add are set to Yes by default.
Link attachments are set to Yes by default. They cannot be set to No.
File attachments’ Yes or No options are set during the file upload process only. To change the setting afterward, remove the file from the case form, then reupload it.
Case Note Visibility
The agent can adjust case notes’ Show to Employee setting to show some to the employee and hide others.
The agent’s view:
The employee’s view:
To adjust a case note’s Show To Employee setting:
1. On the case form’s Notes & Attachments tab, in the Details column, click on a note.
2. The note’s text appears. From the Show to Employee drop-down list, click Yes or No as appropriate, then click Save.
Notes:
• Even if the case is not visible to the employee, case notes’ Show to Employee option remains available.
• Even if the agent does not have note editing rights, case notes’ Show to Employee option remains available.
Documentation
V11 CM: About Case Notes & Attachments
Refer to this document for additional details about case notes and attachments, how to add and modify them, and how to configure service groups' rights to modify them.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
