ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Adding Notes
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
When you would like to add some additional information including technical information to a particular
request based on your observations, you can use Add Notes. You can also use notes to update the
status of the request.
To add a note to a request,
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Request tab in the header pane.
3. Click the Title of the request to which you would like to add a note.
4. Click the Actions menu -> Select Add Notes option. This opens Add Note page as shown
below,
5. Enter your content in the text box below the Request ID.
6. There are two types of notes that can be added to the request such as, public & private.
Public Notes: Public notes can be viewed by the requesters & technicians.
Private Notes: Private notes can be viewed only by the technicians (all the technicians).
These notes can be added to the request by both the technician and the requester. By default
the requester can add only public notes.
By default the technician can add only a private note but the technician also has an option to
make his notes public.
If you want the notes to be visible to the requesters (public), then select the Show this notes
to Requester also check box. Else only the technicians will be able to view the notes (private).
5. If you want to notify the technician about the addition of the note, then select the check box,
E-mail the technician for notes addition.
6. Click the Add Note button. The note is added at the bottom of the request along with a date
and time stamp. The name of the person who added the note is also displayed.
You can add any number of notes to a request. The added notes will be displayed in the descending
order with recently added note first. You can also edit or delete the notes that have been added.
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