There are Case Collaboration textboxes at every stage in the process within CMS. You can use these to make notes as to why you have processed the case in a certain way or who you have contacted about it.
How to add a Case Collaboration
- Click the Case Collaboration link at the top of the screen
- Type your message in the box and then click Post.
- If you want to bring the case to the attention of another CMS user (e.g. your TL) then you can tag other users by typing @ then the person's name.
- This will email the person you have tagged when you post the message.
- If you want to mention another case in your note then you can tag that case by typing @ and then the Case ID.
- This will add a link to the other case.
- If you comment on someone else's Case Collaboration note then CMS will automatically tag that person and they will receive an email.
- If multiple people have commented then CMS will tag the last person who commented.
- You can only delete Case Collaboration notes that you have posted.
- All Case Collaboration will be archived along with the case when it is completed.
- If it is a DDS case then the Case Collaboration displays at the bottom of the screen.