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Printing internal notes with Message Templates functionality
Answer ID 8926   |   Last Review Date 11/18/2018

How do you print internal notes in an incident with the new Message Templates functionality?

Environment:

November 2012 and newer releases, Message Templates

Resolution:

The Message templates functionality allows you to customize the print templates in the HTML editor so you can view all incident activity.  The incident thread lists all activity about
an incident, including the original question, agent responses and updates, customer updates, records of conversations, and internal notes about the incident.

In order to include the internal (private) notes on the print template, open the HTML editor of the message template, click on the Incident Thread button to open the incident thread, and double-click the 'Private Note' thread property.

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For additional information, refer to the 'Inserting incident threads' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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