Expected case note functionality
When entering case notes, where possible you should finish them at the time you're initially entering them. If you receive further information related to a finished case note, you can use the append functionality to add the extra information.
If you're unable to finish the case notes when initially entering them, you have the option to be able to save and close the notes temporarily, allowing you to come back and finish them later. The unfinished case notes show under the Unfinished case notes widget on the home page. These case notes time out after a set period, set using the system property caseNoteTimeoutInterval.
Case note alerts will only be sent once the case note has been finished, so leaving case notes unfinished can result in other workers not being informed of key information.
Unfinished, timed out case notes
When unfinished case notes time out, they can only be finished or appended. Timed out case notes should only have been left unfinished because there was information missing from them, so it is important that you go back and add this information by appending - or ask a system administrator to edit the case note.
Save and finish functionality when copying case notes, introduced in Mosaic 21.1, should reduce the number of case notes left unfinished. From Mosaic 22.2.4.0 a new UNFINISHED column has been added to the CASE_NOTES, CASE_NOTES_UNFINISHED and CASE_NOTES_HISTORY tables to record when case notes have been completed with a script and not finished by the worked.
It is recommended that you use the Identify Timed Out Case Notes report in the Report Repository, introduced in 5.14 (Mosaic Reports > Data Quality > Identify Timed Out Case Notes), to see the list of case notes that have timed out for a worker or a team.
If you have a backlog of timed out, unfinished case notes from versions earlier than Mosaic 21.1 - or as a result of the bug fixed in 22.1 where unfinished case notes were not shown in the widget - you can arrange a one-off clear-down of these. To arrange this, please raise a new case online and reference the title of this article.
📌 Note: This is only available prior to upgrading to Mosaic 21.1 - as a chargeable service - or as a result of the known bug above. This is a one off service to clear down large numbers of case notes but is not something we support ongoing. As above, unfinished case notes should only be left unfinished where they are not complete, so any automated finishing risks information being misleading or incorrect in a case.
⚠️ IMPORTANT: Please be aware
Where case notes are finished by using a script, alerts will not be sent. It is possible to have added alert recipients and saved the case note prior to it timing out. For any scripts run prior to 16th February 2023 case note alerts may appear from the front end to have been sent (when viewing the case note) when they have not. Where needed, it is possible to check the audit tables to confirm whether an alert has actually been sent to the recipient. For scripts run from now on, any alert recipients will be removed so that the front end shows an accurate record.