Create a special handling note

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Create a special handling note for a record, such as a customer service case.

    Before you begin

    Role required: sn_shn.admin or sn_customerservice_manager

    About this task

    Use special handling notes to highlight important information about individual records, such as a case or account record.

    You can create special handling notes from the Special Handling Notes module in the application navigator or from a record that has been configured to use special handling notes.

    Important:
    While this feature provides the flexibility to create complex conditions, it is recommended that you keep the configuration simple and use dot walking sparingly. Creating complex conditions for special handling notes can affect the load time.

    Procedure

    1. Perform one of the following actions.
      • CSM Configurable Workspace: Navigate to the desired form, select the More actions menu in the record header and then select Special Handling Notes.
      • Core UI: Navigate to the desired form and select the Create Special Handling Notes related link. You can find these links in the Related Links section at the bottom of the form.
      • Navigate to All > Special Handling Notes > Special Handling Notes and select New in the Special Handling Notes list form header.
    2. Fill in the fields, as necessary.
      Table 1. Special Handling Notes form fields
      Field Description
      Short Description A brief description of the note which is displayed in the Special Handling Notes list.
      Message The detailed content of the note.
      Display as pop-up alert Displays this note in the Special Handling Notes pop-up window.
      Type The type of special handling note:
      • Standard: Create a note for a specific record, which you select in the Related record field.
      • Conditional: Create a note for multiple records which meet certain conditions. Select a Table name and then create Conditions.
      Priority The priority of the note:
      • 1-Critical
      • 2-High
      • 3-Moderate
      • 4-Low
      Status The status of the special handling note:
      • 1-Active: The note is active and appears in the Notes list or pop-up window.
      • 2-Inactive: The note is inactive and does not appear in the Notes list or pop-up window.

        Inactive notes are removed from the Notes list but can be seen by navigating to Special Handling Notes > Special Handling Notes.

      • 3-Expired: The note has reached its expiration date.
      Effective immediately Check box to make the special notes effective immediately. The status is set to 1 -Active.

      Deselect this check box to display the Effective on field.
      Effective on The date on which the special notes become effective.

      Enter a date for the special notes to become effective and click Update. The status is set to 2 - Inactive until the date is reached.
      Expires on The date on which the note expires. Select a date from the calendar and click Save.

      The Deactivate Special Handling notes scheduled job runs daily at midnight and checks all active alerts. If the notes have reached their expiration date, it sets the status to Expired.

      The Deactivate Special Handling notes scheduled job also checks the Effective on field. If the status is active or inactive and the expiry date has been reached, it sets the status to Expired. If the status is inactive and the effective on date has been reached, it sets the status to Active.
      Related record The record for which this note is created. This field appears when you select Standard in the Type field.

      If you access this form from the Create Special Handling Notes related link, the record number is automatically filled in.

      To select a record, select a Table name and a Document from the pop-up window. The tables available for selection have been configured to use special handling notes.
      Table name The table that stores the entity for which the note is being created. This field appears when you select Conditional in the Type field.

      The default is the first table which has been configured to use special handling notes.

      After you select a table, a link is displayed with the number of matching records. This link is updated after you select one or more conditions. Click the link to display these records in a list.
      Conditions This field appears when you select Conditional in the Type field.

      Use the buttons in this field to build one or more conditions on the selected table. A condition is made up of a selected field, an operator, and a value. Add conditions using the AND and OR buttons. Delete conditions by clicking the Delete button to the right of a condition.
    3. Click Submit.