Create Note Type
Explanation
This activity is used to define Note Types. The Note Types can be used
when creating Service Notes in Request Management. The Note Type drives the
note behavior and visibility.
For each Note Type it is possible to specify:
- Visibility which is used to specify whether notes
for this particular Note Type are created for internal use or should be
externally visible (there is currently no functionality to display notes
in any external portals).
- Synced To Mobile which controls whether the note
type should be synchronized and available to use in Mobile Work Order.
- Editable controls whether or not a user is allowed
to change the Visibility, Sync to Mobile flags as well as if the Template Text
can be edited after it has been selected.
It is possible to link one or many Note Template Text records to a Note
Type. The Note Templates Texts will be made available when creating a new
note, according to the following logic:
- If you select a Note Type without templates, it will be possible to
use all Note Template Text records without a note type
association.
- If you select a Note Type with templates, it will be possible to use
only the Note Templates related to the Note Type.
- If you select a Note Type with templates where one is flagged as
Default, the default Note Template Text will automatically be populated
in the New Note assistant, but the user is allowed to change it, if others
exist.
- If no Note Type is selected when a new note is created, all templates
will be available to select and the Note Type will be populated based
upon
which note type is selected.
- It is possible to add Translations to the note type description
using the Translation button on the Note
Type page. The translated note type description will be
visible on pages where service notes are available when adding a new
service note.
To specify the applicability for the Note Type, use the
Applicable For tab (in the nested view) after creating the
Note Type. This establishes a link between the Service Organization or
Service Delivery Unit and the Note Type.
- When a new row is selected, it’s possible to choose a Service
Organization, optionally including a Service Delivery Unit.
- The Has Applicability badge will indicate whether
applicability has been added on the Note
Type page, allowing for easy identification without requiring a check
in the nested view.
- Request and Request Work Task Service Notes will be filtered based
on the following criteria related to applicability:
- If a Service Delivery Unit (SDU) is specified, the template will
apply to the defined Service Organization (SO) and SDU.
- If no SDU is specified, the template will apply to the defined
SO.
- If no SO is specified, the template can be used globally without
any restrictions.
Prerequisites
- To associate a Note Template to a Note Type, a Note Template Text record must exist.
System Effects
- As a result of this activity the Note Type, used when creating Service Notes, is created.