Using the Investigator › How to Share Knowledge Using Notes › Manage Notes

Manage Notes

The Notes module houses all notes in its Private Notes and Public Notes tabs. A note is stored with the time and date of creation for viewing later. The Private Notes tab displays notes that only the author of the note can view and edit. The Public Notes tab contains notes that all users can view but only the author of the note can edit or delete. When you select a note by clicking the + button, more information appears for managing the note.

The auto-refresh option is enabled by default for authorized users. When this option is enabled, any new note created at any work space (or module) refreshes the Notes module once every 30 seconds. For example, when a note is created in the Alerts module, it appears in the Notes module after 30 seconds. Click Refresh () to disable or enable the auto-refresh option. If you are not an authorized user, click Refresh () to refresh the data manually.

You can customize the tabular view of the dialog data by clicking the wrench icon.

In this example, you created a note to communicate the details of the Service Desk ticket with your colleagues. As your Service Desk ticket goes through various phases, communicate the status to keep your colleagues updated. Also, when the issue is resolved, you can delete the note.

The following procedure helps you edit and delete notes:

Follow these steps:

1. Add the Notes module to the Dashboard from the Module Library.
2. Select the applicable note from the Notes module by clicking the + button.

   The note entry expands to display the note.

   Note: For longer notes, only the first part of the note appears. Click View Detail to view the complete note.

3. Review the note contents. For example, a note may explain the root cause and resolution of a recent service outage.
4. Select one of the following options:

   Note: The Edit and Delete options appear only for the note author.

   • Click Edit, make your changes, and click Save. You can also change the permissions in this window to provide or limit note access. For example, you have uncovered new details about the recent outage, and you want to add them so that your colleagues have the best information.
   • Click Delete, and confirm the deletion.

   The note is edited or deleted.

You created a note to store your object-specific observations, findings, and general comments. You enabled knowledge transfer by sharing the note.