Automatic Tickets
When a Progress Note (or Note) has been shared, any user in the App can view the post and leave a comment. When this first occurs, a ticket is automatically created to notify the author of the note when a new comment has been left for them. The ticket allows the staff member to manage the discussion and any task they may need to keep track of, as a result of the note's discussion.
Within the Ticket, You Can:
Keep track of new comments that have been added to the note, and reply back to them.
Assign other staff members who you'd like to alert about the note and/or any comments.
Delete comments if necessary e.g. if it was by accident, contains inappropriate content, etc.
You can use the internal ticket discussion area if you need to discuss the note and any of the comments internally with other staff members.
You can close the ticket at any time. The ticket will re-open if a new comment is added to a note after closing. Just close it again when you're done to keep your ticket inbox tidy and easy to manage.
You can see who new comments will notify by hovering over the avatars in the bottom right under the commenting text box. This can be edited by editing the note in the notebook and adding/removing people from who to notify.
Assigning Other People to the Ticket
You can assign others to the ticket. You can also unassign yourself and assign others if needed. If a staff member who isn't assigned adds a comment to the note, they will become automatically assigned as well and start receiving notifications about activity in that ticket/note.
@Mention Others in the Notebook or a Notes Discussion
You can only do this in the internal discussion area of the ticket with and can only @mention other staff.
You can't currently @mention Members, Authorised Representatives, Sharers or Care Workers (Helpers). If you need to notify an App user (e.g. the Member, a Sharer, etc), you can always edit the note in the notebook and add them to who will be notified about the note. They will then receive a notification about the post and any comments added to that note.