Enable the display of incident special handling notes

Enable the display of informative notes for a specific record or for a set of records that meet one or more conditions. Use these notes to help users understand the action that was taken for the incident or the next course of action to be taken.

Before you begin

Role required: admin

Activate the Special Handling Notes plugin (com.sn_shn) to add the Create Special Handling Notes related link from which you can create the notes.

Procedure

1. Navigate to Incident > All.
   Note:

   If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see Redirect UI16 module links to Service Operations Workspace.
2. Open any incident record.
3. Click the Additional actions icon and select Configure > Form Layout.
4. From the Available list, select Special Handling Notes Pop Up and move it to the Selected list.
5. Click Save.
   The Incident form can now display special handling notes.

Related topics

• Create a special handling note