Use special handling notes

Use the Special Handling Notes application to create notes that bring important information about individual records to the user's attention.

Create special handling notes for specific records or for a set of records that meet one or more conditions. You can also configure the Special Handling Notes application to display any special handling notes from related records, such as the account or the product associated with a customer service case.

Once created, special handling notes can be displayed in different ways: in an embedded list or a related list on a record form or in a pop-up window that displays when you access a form.

In addition to a message, a special handling note also has a status, an assigned priority, and an expiration date.

The status of a note can be one of the following:
Status Definition
Active The note is active.

Active notes appear on the Special Handling Notes list or pop-up window.

Active notes remain on the list until they are set to Inactive or Expired.

Active notes remain on the pop-up window until dismissed or until they are set to Inactive or Expired.

Inactive The note is no longer active.

Users with the sn_shn.admin or sn_shn.editor role can set a note to Inactive if the information in the note is no longer useful. When a note is set to Inactive, it is removed from the Special Handling Notes list or pop-up window.

Inactive notes can be viewed by navigating to Special Handling Notes > Special Handling Notes.

Expired The note has reached it's expiration date or it has been expired manually.

If a note is expired, the form becomes read-only for all user roles other than the system administrator.

A note is expired automatically by a scheduled job when it reaches it's expiration date. The scheduled job also sets any inactive notes to expired if the inactive notes have reached their expiration date.

The expiration date for a note is set when the note is created. After a note reaches it's expiration date, it is no longer displayed on the Special Handling Notes list or pop-up window. The Deactivate Special Handling Notes scheduled job, which runs daily at midnight, checks all active notes and sets the status to Expired for those that have reached their expiration dates.

A note can be assigned one of the following priorities:
  • 1 - Critical (red)
  • 2 - High (orange)
  • 3 - Moderate (light green)
  • 4 - Low (light blue)
The associated priority color is displayed as a colored bar to the left of the note in the pop-up window and as a colored circle to the left of the priority field in the embedded list.

Users with the sn_shn.admin role can configure the desired entity tables to use special handling notes and then configure the corresponding forms to display either the list or pop-up window. Users with the sn_shn.admin role can create, view, update, and delete notes. Users with the sn_shn.editor role can view and update notes and users with the sn_shn.user role can view notes.

Special handling notes list

Special handling notes can be displayed on a form in an embedded or related list. Users with the sn_shn.admin role can configure a form to display the Special Handling Notes list. This list appears on a form when there are one or more active notes for a record. The Special Handling Notes list displays the following information for a note:
  • Message
  • Expiration date
  • Priority
  • Table
Special handling notes are displayed on the list unless you configure additional properties to display notes in a pop-up window.

Special handling notes pop-up window

Special handling notes can be displayed on a form in a pop-up window. Users with the sn_shn.admin role can configure a form to display the Special Handling Notes pop-up window. This window appears when you access a record that has one or more active notes. The pop-up window displays the following information for each note:
  • Message
  • Priority
To dismiss a note, click OK. Once you dismiss a note, it no longer appears in the pop-up window. To close the Special Handling Notes pop-up window, click X

To display special handling notes in a pop-up window, navigate to Special Handling Notes > Properties and set the related properties.