A case note is a structured record of contact or activity created by a worker. Case notes are used to document conversations, visits, observations, and other interactions related to a person's care. Notes can be created against individuals, groups of people, or organisations.
Case note types
Type | Description |
Person case note | Created against an individual person. |
Group case note | Created against a group, with the option to select which members the note applies to. |
Organisation case note | Created against an organisation. |
📌Note: Which note types are available to you depends on your role permissions. If you cannot see a note type you need, contact your system administrator.
Create a case note
Navigate to the person record, group, or organisation where you want to add a note.
Click Add case note.
If creating a group case note, first select the group members this note applies to on the subject selection tab.
Select the Note type from the available options.
Enter a Title for the note.
Enter the Contact date - the date the contact or activity took place.
Enter the note details in the rich text editor.
Optionally, tick Significant event if this note should be highlighted in case note lists.
Optionally, add alert recipients - workers who should be notified when the note is completed.
Click Save to save as a draft, or Finish to complete the note.
⚠️Important: The note content is sanitized automatically to remove any unsafe formatting.
Case note statuses
Status | Meaning |
Draft | The note has been saved but not yet completed. You can continue editing it. |
Complete | The note has been finished. It can no longer be edited directly, but appendments can be added. |
Timed out | The note was not completed within the allowed time. It can still be finished or appended to. |
Deleted | The note has been soft-deleted. It no longer appears in standard views. |
Case note timeout
When you create a case note, a timeout period starts. If you do not complete the note within this period, it is marked as timed out. A timed-out icon appears next to the note in the list. You can still finish a timed-out note or add appendments to it.
📌Note: The timeout period is configured by your system administrator.
Append to a case note
After a case note is completed, you or other workers can add additional details by appending to the note.
Open the completed case note from the list.
Click Append.
Enter the additional detail in the rich text editor.
Optionally, tick Significant event if this appendment is significant.
Click Finish to save the appendment.
📌Note: Appendments create an audit trail. The original note content is preserved and each appendment is recorded with the worker's name and date.
Edit a finished case note
Workers with the System Amend Case Note permission can edit individual appendments on a finished note.
Open the completed case note.
Click the edit icon next to the appendment you want to change.
Make your changes.
Click Save.
Delete a case note
Open the case note from the list.
Click Delete.
For group case notes, select which group members should be removed from the note.
Confirm the deletion.
📌Note: Deletion is a soft delete — the note is marked as deleted but not permanently removed.
Case note locking
When you open a case note for editing, Mosaic acquires a session lock to prevent other users from making changes at the same time. If another user already has the note locked, you will see a message showing who is currently editing it.
Significant events
You can mark a case note or an individual appendment as a significant event. Notes flagged as significant are displayed in bold in the case note list.
Search and filter case notes
When viewing case notes for a person, you can filter the list by:
Note type.
Date range.
Keyword.
Worker who entered the note.
Whether an SMS was sent.