Case notes¶
Case notes record context that is not part of a form field: a phone call, a decision, or a handover detail. Notes stay with the case and appear in its timeline.
Add a note¶
- Open the case.
- Open the notes panel.
- Write the note.
- Mention other users if they need to be notified.
- Attach a file if the note needs supporting material.
- Save the note.
You can also add a note from a case list without opening the case, using the Notes action.
Mentions and notifications¶
- Mentioning a user draws their attention to the note.
- If your workspace is configured for it, you can send an email notification.
- Attachments are stored with the case and follow the same access rules as the case.
Notes are not a replacement for audit evidence
Notes are narrative. For formal evidence, use History and Audit and monitoring.