Managing Note Types and Email Notifications

This article gives an explanation of the use of Note Types and the generation of Email Notifications when a note is added to a Service Request.

Note types are configurable and access is controlled by setting the different permissions. There are 3 types of notes

• User note


• Customer note


• Guest note

Customers can only view or add 'Customer' notes. 

Users can only view or add 'User' Notes'. 

A 'User' can add a note which is then visible by a 'Customer' if the access level is defined as both 'Customer' and 'User'.

By using the ‘Access Level’ in the note type, this will define the result when sending notifications on a note being added to a Service Request.

 If a customer adds a note, the following notifications will be sent.

1. Email the person who submitted the service request


2. Email the account for the organization (myorganisation.gov.uk)


3. Email the person who submitted the note.

 If a user adds a note, the following notifications will be sent.

1. Email the owner of the service request (if present)


2. Email the account for the organization (myorganisation.gov.uk)


3. Email the person who submitted the note.

Things to consider