Overview
When using Cases for manual review, reviewers and other team members can help explain why a decision was made by leaving comments. Comments may be key for audit purposes. You may want to require that reviewers leave a comment on each Case at key moments, such as when they approve or decline a Case.
You can edit a Case Template to require comments on any Case that uses that Template. Specifically, you can require a Comment during a transition to a specific Case status—such as Approved or Declined.
Steps
To require a comment during a transition to a specific Case status:
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In the Dashboard, go to Cases > Templates. Select the Case Template you want to edit.
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Click Settings in the upper corner.
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Select the Advanced tab.
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In the Statuses section, find the status for which you want to require a comment when transitioning to it. Select “…” > Edit.
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In the edit modal, check the Require comment checkbox. Click Save.
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In the upper corner of the Case editor, click Save.