Working with Notes and Attachments

This chapter provides an overview of notes and attachments and discusses how to:

Set up note types.
Create standard notes and product notes.
Enter and view notes.
Add attachments to notes.

Understanding Notes and Attachments

This section discusses:

Notes in PeopleSoft Enterprise Customer Relationship Management (PeopleSoft Enterprise CRM).
Attachments.
Note types.

Notes in PeopleSoft Enterprise CRM

You can view and update notes in PeopleSoft Enterprise CRM in two ways:

The Notes List (RB_NOTES_LIST) component.
Notes pages on CRM components and transactions.

The Notes List Component

This component summarizes notes that are entered on commonly used PeopleSoft Enterprise CRM components: Lead, Opportunity, Order, Case, Customer, and Contact, and enables you to select a note and transfer to the Notes page in the component to view and update note details.

Notes Pages

All PeopleSoft Enterprise CRM components that can have notes attached to them use the same interface; however, the Notes page itself might vary slightly depending on the parent object. For example, case notes and order notes have a visibility field that determines whether self-service users can see the note when they look at the parent object. Other objects that are not accessible through self-service do not have this field.

Note Details

The note details view displays complete information for a single note, including a list of attachments that is associated with the note.

Notes Summary

The notes summary view lists all existing notes for the component.

Notes pages on some components include a summary notes list on the same page as the note details; for other components, the summary notes list is on a separate page. The summary notes list might also be part of a more general page.

Case notes can be associated with the case itself or with a resolution in the case. The notes summary view that is in the Case component displays both types of notes together. A resolution icon identifies notes that are part of a resolution.

Attachments

When you add an attachment to a note, you identify the file to attach. Once you identify the file, the system uploads the attachment to an attachment server. The attachment server stores attachment files, which ensures that the attachments are available to all users. You configure the system by using the Uniform Resource Locator (URL) Maintenance page to specify a URL for each component that supports attachments. This setup is part of the PeopleSoft Enterprise CRM installation process.

See the installation guides on the PeopleSoft Customer Connection website.

Files stored as attachments have two names. The original name of the file at the time it was uploaded is stored in the ATTACHUSERFILE field. A system-generated unique file name, stored in the ATTACHSYSFILENAME field, is the actual name of the file on the file server. The different objects that store attachments have different file-naming patterns for generating the ATTACHSYSFILENAME value, but all patterns are based on the ATTACHUSERFILE file name.

For example, system names for case attachments are formed by concatenating the case number, the letter C, the note sequence number, the letter R, the attachment sequence number, and the original file name. The following code represents this pattern:

CASE_ID||"C"||NOTE_SEQ_NBR||"R"||ATTACH_SEQ_NBR||ATTACHUSERFILE

Except in the Product component, attachments are associated with a note rather than associated with the note's parent object. When you click the link for an existing attachment, the system launches the attachment. If the attachment is an executable or batch program, the system runs the program. If the attachment is any other type of file, the system handles it according to the operating system's rules, either opening the file in a new browser window, prompting for a location to download the file, or offering a choice between these two actions.

Note Types

Most differences in the Notes page for different parent objects are self-explanatory. However, there is one hidden difference: the Note Type field that appears in some components derives its values from different places depending on the parent object.

This table lists the page where you define valid note types for objects that use note types:

Parent Object	Source of Valid Note Types
Business objects: Company, Consumer, Representative, and Site	Note Type page (BC_NOTETYPE_TBL), found under Set Up CRM, Common Definitions, Notes
Case and Solution	Case and Solution Note Type page (RC_NOTETYPE), found under Set Up CRM, Common Definitions, Notes
Order/Quote, Services Management Order	Product Note Type page (NOTE_TYPE), found under Set Up CRM, Common Definitions, Notes
Campaign Detail	Translate (xlat) table.
Other objects	Notes for other objects do not include a Note Type field.

Pages Used to Set Up Note Types

Page Name	Object Name	Navigation	Usage
Note Type	BC_NOTETYPE_TBL	Set Up CRM, Common Definitions, Notes, Note Type, CDM Note Type	Set up note categorization codes that you can reference on the notes pages available in the Company, Partner Company, and Person components.
Case and Solution Note Type	RC_NOTETYPE	Set Up CRM, Common Definitions, Notes, Case and Solution Note Type, Case and Solution Note Type	Set up note types that you can reference on the notes pages available in the Case and Solution components.
Product Note Type	NOTE_TYPE	Set Up CRM, Common Definitions, Notes, Product Note Type, Product Note Type	Set up note types that you can reference on the notes pages available in the Product component.

Creating Standard Notes and Product Notes

This section discusses how to:

Create standard notes.
Create product notes.

Pages Used to Create Standard Notes and Product Notes

Page Name	Object Name	Navigation	Usage
Standard Notes	STD_NOTE	Set Up CRM, Common Definitions, Notes, Standard Notes, Standard Notes	Create a standard note.
Notes	PROD_NOTE	Product CRM, Product Notes, Notes	Create product notes.

Creating Standard Notes

Access the Standard Notes page.

Text

Enter up to 256 characters of text. You can modify the text, but you cannot have more than one entry.

Search Key Words

Enter keywords to select notes for reporting.

Print On Document

Not applicable to standard notes.

Creating Product Notes

Access the Product Notes page.

Search Key Words	Enter keywords to select notes for reporting.
Print On Documents	Not applicable for product notes.

Entering and Viewing Notes

This section discusses how to:

View lists of notes.
Enter notes.

Note. Because Notes pages are always accessed within the context of a component (such as an order capture or campaign), navigational paths are not listed in this table. For the navigational path, refer to the component documentation.

Pages Used to View and Enter Notes

Page Name	Object Name	Navigation	Usage
Notes List - Lead Notes	RB_NOTES_LIST_LEAD	Customers CRM, Notes List, Lead Notes	View a list of lead notes and access note details.
Notes List - Opportunity Notes	RB_NOTES_LIST_OPP	Customers CRM, Notes List, Opportunity Notes	View a list of opportunity notes and access note details.
Notes List - Case Notes	RB_NOTES_LIST_CASE	Customers CRM, Notes List, Case Notes	View a list of case notes and access note details.
Notes List - Customer Notes	RB_NOTES_LIST_CUST	Customers CRM, Notes List, Customer Notes	View a list of customer notes and access note details.
Notes List - Contact Notes	RB_NOTES_LIST_PRSN	Customers CRM, Notes List, Contact Notes	View a list of contact notes and access note details.
Notes List - Consumer Notes	RB_NOTES_LIST_CONS	Customers CRM, Notes List, Consumer Notes	View a list of consumer notes and access note details.
Notes	PROD_ATT RA_CAMPAIGN_NOTE RA_CM_NOTE_SUMRY RA_CM_ATCH_SUMRY RA_CONTENT_NOTE RA_CNT_NOTE_SUMRY RA_LIST_NOTE RA_LST_NOTE_SUMRY RA_OFFER_NOTE RA_OFR_NOTE_SUMRY RB_EMAIL_NOTE RC_CASE_NOTE RC_CASE_RSLN_NOTE RC_SOLN_NOTES RD_COMPANY_NOTE_2 RD_NOTES RD_PERSON_NOTES RD_SITE_NOTE RD_SITE_NOTE_2 RE_NOTES RE_NOTE_SUMMARY RF_RMA_NOTE RF_SERVICE_NOTE RF_SO_NOTE RO_NOTE RQ_DEFECT_NOTE RQ_DEF_NOTE_SUMRY RQ_DEF_ATCH_SUMRY RQ_FIX_NOTE RQ_FIX_NOTE_SUMRY RQ_FIX_ATCH_SUMRY RSF_LEAD_NOTE RSF_OPP_NOTE RSP_PLANNING_NOTE	Varies by component: refer to the documentation for the parent component.	Create or update notes and add attachments.

Viewing Lists of Notes

Access the Notes List page for a lead, opportunity, customer, contact, or consumer.

Note Details

Select the Note Details tab.

Click to access the component for the listed lead, opportunity, customer, contact, or consumer. You can access the Notes page for the component to view notes.

Note. When you click this link, the Lead, Opportunity, Company, or Person component and the associated notes page appear in a new browser window.

Note Summary

Select the Note Summary tab.

The contact name and note summary appear in this page region.

Entering Notes

Access the Notes page.

Note. This screen shot is from the Company component. It is typical of Notes pages throughout PeopleSoft Enterprise CRM.

Notes Summary

A summary of existing notes for the component appears in this page region. If there are attachments for the note, the number of attachments appears in the Attachments column.

Note Details

If no notes exist for the component, this page region is titled Add Note.

Subject	Enter a short summary of the note. If you do not enter a value, the system enters the first fifty characters of the Details field into this field when you save the note.
Note Type	Select a classification for the note. Values are defined differently depending on the parent object. This functionality is not available in all components. See Note Types.
Details	Enter the full text of the note.
Apply Note	Click to update the Notes Summary list with the note that you entered. Note. Click the Apply Note button to add the note to the Notes Summary grid. The note is not saved to the component until you save the component.
Add an Attachment	Click to add an attachment to the note.

Adding Attachments to Notes

This section discusses how to add attachments to notes.

Selecting a File to Add as an Attachment

To add an attachment to a note:

Access the Notes page for the object to which you are adding an attachment.

Note. Normally you add attachments to notes. In the Product component, however, you add attachments directly to the product.
Click the Add an Attachment button.

Enter the full path (including the file name) of the file to attach.
In the dialog box that appears, enter the full path name of the file to attach, or browse to the file.
Click the Upload button.

The system uploads the specified file to the server that is configured to store all of the PeopleSoft Enterprise CRM attachments. Large files may take a long time to upload. When the upload is complete, the system displays the Notes page again. If the upload was successful, the file appears on the page.
Add descriptive information about the file.

If the parent object is a note, you can also use the note to record a longer comment about the attachment.
Save the component.

Text	Enter up to 256 characters of text. You can modify the text, but you cannot have more than one entry.
Search Key Words	Enter keywords to select notes for reporting.
Print On Document	Not applicable to standard notes.