Notes and Comments

By default, comments associated with tasks for a specific record appear in the Activity History tab of the record. You can choose to view or hide notes from tasks associated with the business object.

You can add comments to any object. By default, comments are enabled in the Details tab of incident and task records.

-email fields-

Field	Description
Category	The category. Choose from the drop-down list: bounced, incoming, or outgoing.
From	This field is auto-filled but can be modified.
From Name	The name that appears in the From box of the email.
To	The email address of the person receiving the email.
CC BCC	Optional. Email addresses to copy (CC) or blind copy (BCC).
Subject	The subject of the email.
Processed	This applies only to incoming emails. Once the email listener processes the email, appropriate action is taken (per your configuration) and the processed flag is set to true.
Publish to Web	Makes this email visible to Self Service users.
Email Body Type	Informational only. Can be either HTML or plain text, depending on how this option has been configured.
Message	Your message. You can format your message using the standard text options. See Standard Text Edit Options.

-notes fields-

Field	Description
Category	The category. Choose from the drop-down list.
Source	The source that started the activity.
Duration (Min)	The number of minutes the activity took.
Publish to Self Service	Makes this note visible to Self Service users.
Summary	A brief summary of the note.
Notes	Your detailed notes.

-Voice Activity fields-

The Call Details fields are auto-filled from the call and cannot be modified.

Field	Description
Agent Notes	Notes about the call from the agent.
System Notes	Notes auto-generated from the system.

The latest note appears in the comments area of the task with your login ID and date and time, and under the Activity History tab. You might need to click Refresh to see the new comment.