Segment Comments
Comments can be added to segments to give customer service representatives additional information. If comments are supported on a segment, then the comment icon will appear in the Action column to the right of the segment on the Segment screen. When comments are added to a segment, the comment icon will change color to indicate that comments exist.
There are several levels of security around comments in OIPA. Privileges available to users include add, view, delete, update and view history. The steps involved in working with comments are provided below. Keep in mind that security may restrict your ability to perform these operations.
Steps to Add a Segment Comment
- Open a policy.
- Click the Segment link in the Entity Navigation list. This will open the Segment screen.
- Click the comment icon in the Action column to the right of a segment. The Comment window will open.
- Type the comment in the text box. A comment is limited to 1,000 characters. You could also select a predefined template instead of entering comment text. Click the drop down box next to Comment Name to use a template. If the drop down box is not displayed, then no templates are available for segment comments.
Important | If you want the comment to be hidden from view, check the Hidden box at the top of the screen. Only users with security privileges to view hidden comments will be able to search or see them. |
- Click Save. The Comment box clears and a new row is added to the Comment list below the Comment box.
Steps to Edit a Comment
- Click the comment icon in the Action column to the right of the segment. The Comment window will open.
- Click the row of the comment to edit. The comment will appear in the Comment box.
- Make changes to the comment and click Save.
Steps to Delete a Comment
- Click the comment icon in the Action column to the right of the segment. The Comment window will open.
- Click the trashcan icon to the right of the comment that should be deleted.
- Click OK when the confirmation window appears. The comment will be removed from the list, but the comment history can be accessed by clicking the History button.
Steps to View Comment History
- Click the comment icon in the Action column to the right of the segment. The Comment window will open.
- Click the History tab. The Comment History window will open with a list of all actions related to the segment comments.
- Click a row in the history list to open the history details. Information on the actions performed on that particular comment, along with an explanation of the original comment and the updated comment will display.
- Click the Close icon to close the History window and return to the Comments window.