Add and Pin Notes on a Request

Notes allow agency users to post status updates or key information for other Staff users on a request. Notes are not directed at any staff and have a different trigger for email notifications, which differentiates them from internal messages. Admins and Department Admins can pin notes to the top of the timeline for easier visibility.

Add a Note

1. Open the request
2. Select the Add note (notepad and pencil) icon in the toolbar
   
3. Enter the text of your note
   
4. Click the Send Notes button
   

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Pin a Note

Admins and Department Admins can pin a note above the Timeline to help make key information from a request easy to access. Only one note may be pinned at a time. 

1. Open the request
2. Select the pin icon next to a note on the Timeline tab
   
   
   Note: Admins and Department Admins can also check the Pin this note above the timeline box when they create a note. 
   
3. View the pinned note under the Pin board section of the request
   
   
   Note: Only one Note may be pinned at a time.
4. Select the pin icon again to unpin a note
   

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Email Options for Notes

Agency users can edit their Email Notification Settings to get notified when a Note has been created and/or a Note has been pinned on a request they are assigned to.

Timeline Entries for Notes

Timeline entries with Staff-only visibility are generated for the following actions:

• Creating a note
• Pinning a note
• Unpinning a note

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