Notes

Objective: This document provides an explanation of how to create Notes and Follow-ups in Customer Files and Service Orders in RedSky. Notes can be added to Customer Files or Service Orders. Adding a note can be done in two different ways: 

Notes icon in the top bar of the page

This leads to the Notes List where an overview of the notes can be found, based on the level where this list was accessed, Customer File, or Service order.  

In this screen, a note can be searched by selecting a sub-Type and/or a status. 

In the bottom section, an overview of the notes is visible. Here, notes can be edited or new notes can be added. 

Notes icon in Customer File or Service Order sections:

Alternatively, you can add notes via the notes icon, displayed on the right-hand side of most sections of a Customer File, Service Order, Work Ticket, etc. 

Adding a note

After clicking one of the ‘Add New Notes’ buttons, the following screen pops up:

The following fields become visible:

Id

The id depends on the level of the note. Here you see either the number of the Customer File, Service Order, or Work ticket.

Status

Here you see the status of the note. The following statuses are available:

Type

The note type also depends on the level where you add the note. This type cannot be changed, except for Issue Resolution. If you want another note type, just go to the designated section of the Customer File or the Service Order. Below you will find an overview of the note types and from where these can be added: 

The note type ‘Issue Resolution’ is used for all kinds of issues that may arise during the removal. You can change the note type of all new notes to this. When you change the note type to ‘Issue Resolution’, the screen will change. Additional information on 'Issue Resolution' is mentioned below.

Sub type

The sub type of the note displays the subject of the note. This list is too long to give a detailed description of all sub types. 

Display on

Here you can enter where the note should be visible outside your Corp ID (Company login for RedSky). The note can be shown on forms, such as the Ticket Form, or in one of the portals (Customer, Agent, or Account)

Subject

The subject of the note, free text.

Details

In the details field, you can enter the actual note. 

Email/Save

By clicking the ‘Save’ button the note is saved. The ‘Email’ button gives you the opportunity to Email the note. When you click the email button, a new email screen pops up. The only thing, that needs to be entered, is the email address. After clicking Email, the note is automatically saved, and the email is sent. 

Follow Up

In the ‘Follow Up’ section you can enter a date and time should you want to set the note as a reminder. At the given date, the note will be shown in your Activity management. You can also assign the Follow Up to other users. 

Network Access

If you add the note on the Service Order level, you will see an additional section, ‘Network Access’. In this section you can select to which of the participating Agents the note is shared. 

Issue Resolution

Issues, arising during the removal, you can register with note type ‘Issue Resolution’. When you select this note type, you will see an extra section opening. 

Sub Type

The sub type of the note displays the subject of the note: Issue, Nature, or Resolution

Linked To

In this dropdown you can link the note to a Service Order.

Issue Type

In this dropdown, you can select the cause of the issue or the resolution. 

Grading

This dropdown shows how severe the issue is.  

Caused By

In this dropdown you can enter the party responsible for the issue.

Completion Date

In this date field you can enter the date the issue was resolved

Display On

With these checkboxes you can determine where the note is visible.