2880874 - How to change Internal Notes to Memo

How to create new internal notes as a Memo (Internal memo) which will show up in the Interactions (time line) instead of Internal Notes which are created in the 'Notes' facet.

SAP Cloud for Customer

For the Internal Memos to be available for tickets, it is required to scope two questions in Business Configuration work center.

The first question is Do you want to record memo activities?, which you can follow the steps below to scope:

1. Navigate to Business Configuration work center.
2. Navigate to Implementation Projects work center view.
3. Select the first implementation.
4. Click Edit Project Scope.
5. Navigate to step 4 - Questions.
6. Expand the Sales option.
7. Expand the Account and Activity Management option.
8. Select the Activity Management option.
9. Find and scope the question.
10. Save the changes.

The second question is Enable internal memos for tickets?, which you can follow the steps below to scope:

1. Navigate to Business Configuration work center.
2. Navigate to Implementation Projects work center view.
3. Select the first implementation.
4. Click Edit Project Scope.
5. Navigate to step 4 - Questions.
6. Expand the Service option.
7. Expand the Customer Care option.
8. Select the Service Request Management option.
9. Find and scope the question.
10. Save the changes.

Please notice that the first question is a pre-requisite for the second question to be available for scoping.

Now, the internal memo in the ticket can be added as follows:

1. Go to the Service workcenter.
2. Go to the Tickets view.
3. Open any Ticket.
4. Go to the Interactions facet.
5. Click New and select Internal Memo.
6. The same can be added in sub-tickets.

Please note that these notes are not available in the Memo view of the Activity workcenter. Also the link on the Ticket TI will not show any data; the above can only be viewed in the Interactions facet of the Ticket.

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