Create a special handling note

Create a special handling note for a record.

Before you begin

Role required: sn_shn.admin or sn_customerservice_manager

About this task

Users with the sn_customerservice_manager role can create a special handling note for a record if they can create a record for the underlying table.

Procedure

  1. Do one of the following:
    • Navigate to the desired form and click the Create Special Handling Note related link.
    • Navigate to Special Handling Notes > Special Handling Notes and click New.
  2. Fill in the fields, as necessary.
    Table 1. Special Handling Notes form fields
    Field Description
    Short Description A brief description of the note which is displayed in the Special Handling Notes list.
    Message The detailed content of the note.
    Display as pop-up alert Displays this note in the Special Handling Notes pop-up window.
    Type The type of special handling note:
    • Standard: create a note for a specific record, which you select in the Related record field.
    • Conditional: create a note for multiple records which meet certain conditions. Select a Table name and then create Conditions.
    Priority The priority of the note:
    • 1-Critical
    • 2-High
    • 3-Moderate
    • 4-Low
    Status The status of the special handling note:
    • 1-Active: the note is active and appears in the Notes list or pop-up window.
    • 2-Inactive: the note is inactive and does not appear in the Notes list or pop-up window.

      Inactive notes are removed from the Notes list but can be seen by navigating to Special Handling Notes > Special Handling Notes.

    • 3-Expired: the note has reached it's expiration date.
    Expires on The date on which the note expires. Select a date from the calendar and click Save.

    The Deactivate Special Handling notes scheduled job runs daily at midnight, checks all active alerts, and sets the status to Expired for those that have reached their expiration dates.

    Related record The record for which this note is created. This field appears when you select Standard in the Type field.

    If you access this form from the Create Special Handling Notes related link, the record number is automatically filled in.

    To select a record, select a Table name and a Document from the pop-up window. The tables available for selection are those that have been configured to use special handling notes.

    Table name The table that stores the entity for which the note is being created. This field appears when you select Conditional in the Type field.

    The default is the first table which has been configured to use special handling notes.

    After you select a table, a link is displayed with the number of matching records. This link is updated after you select one or more conditions. Click the link to display these records in a list.

    Conditions This field appears when you select Conditional in the Type field.

    Use the buttons in this field to build one or more conditions on the selected table. A condition is made up of a selected field, an operator, and a value. Add conditions using the AND and OR buttons. Delete conditions by clicking the Delete button to the right of a condition.

  3. Click Submit.