Skip to content

Comments

Definition

A comment is a note users leave on a case, and it is always part of one. It attaches either to the case itself or to one thing within it, so the discussion sits next to its subject:

A comment assigned to a user is a task, unless it is an issue or a warning, and it can carry a deadline. Every comment assigned to a user appears on their Assigned Comments screen until it is resolved or archived.

An issue and a warning are comments too. A user marks their comment as an issue, and a rule raises either with its Create Issue and Create Warning actions.

Resolving and archiving both take a comment out of the active list, and both can be undone. Each needs its own permission, see Users and Permissions.

A new comment notifies the users watching the case, its owner and its assignee, but never its author, and never a user who cannot open the case. A reply notifies the same people, except that the author of the comment it replies to gets the reply notification instead when that notification is turned on. In the same way, the user a comment is assigned to and the users it mentions get only the task or the mention notification when that notification is turned on. A comment, issue or warning that a rule creates notifies only the owner and the assignee. The reply, task and mention notifications and the deadline reminder of a task also reach only users who can open the case, and only such a user can be picked when you assign a comment.

Example

A reviewer opens a case, selects the domicile field and comments "the address does not match the passport", assigns it to the relationship manager and sets a deadline for Friday. The manager finds it on their Assigned Comments screen, replies with the corrected document and marks the comment resolved. The reviewer checks the correction and archives the comment, which takes it out of the active list without deleting the exchange. Had the address still been wrong, they would have marked it unresolved instead.