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.