When a case note is created while acting for another worker and left unfinished, that case note will show in the unfinished case notes widget of the logged in worker, not the worker they were acting for.
The reason for this is that it is really important that unfinished case notes are returned to and finished, and these are the responsibility of the worker who entered them. If they were to show on the unfinished case notes widget of the worker being acted for then there is a risk they would be missed, especially where that worker is a virtual worker, so there is no individual person responsible for that work.
However, the case notes cannot be accessed and finished from the logged in worker's unfinished case notes widget, as they were acting for another worker when adding the case note, so need to be 'acting for' that same worker when finishing the case note.
At present, the logged in worker will need to:
Identify the subject or group from the unfinished case note widget and make a note of this.
Act for the other worker.
Find the subject or group#.
Go to case notes on the person or group record.
Finish the case note from there.
📌 Note: This does require the same logged in worker acting for the same worker as they were when they added the case note.
We recognise that this is a clunky process and although it is working as intended, there are improvements that could be made.
A new feature suggestion has been created on Aha and we encourage customers to ask their Aha users to consider commenting and/or voting on this if they feel it, is a high priority.
The detail is in the ticket, but the suggestion would be that unfinished case notes would appear both in the logged in worker's widget and in the widget for the worker being acted for, which would allow it to be finished more easily by either the logged in worker, while acting for, or the acted for worker themselves (where they are not virtual) or any other worker acting for them. If this is deemed a high priority for customers to make this change, we will look to include it in a future release.