PAYE110025 - Work management: PAYE work management system: work item notes

You must record actions taken to complete a work item on the PAYE Work Management system. It is not possible to close, re-open, BF or re-direct a work item, without recording an action. These recorded actions provide a history of the work done and aid continuity when work resumes on a partially worked, but still un-cleared work item after a break.

The PAYE Work Management system provides a list of actions from which you can select one or more. This reduces the requirement to enter free format notes in the Action Text field. Additional free-format text can be entered in order to add further information where appropriate (maximum 240 characters).

Note: A free format note must be entered in the Action Text field when re-opening a work item explaining why the closed work item has been re-opened, see PAYE110070.

If a free format note is appropriate

• Be clear and concise stating what action has been taken and ensuring sufficient information is entered to enable colleagues to follow up enquiries or actions
• Make sure details are compliant with the Data Protection and Freedom of Information Acts
• Always use lower case to make a note unless you need to highlight an entry then upper case can be used
• Do not enter any insensitive notes that could cause offence and ensure personal opinions are not expressed
• Try to avoid using abbreviations and acronyms but if necessary use standard abbreviations on the departmental list

To view the notes on a work item, select the Paperclip icon. If there is more than one note you need to select the + sign and a list of work item notes will be displayed, highlight the note you want to view.

You can delete a work item note but only do this if you are sure it will not be needed.

When you need to add a note to a work item you need to select the ‘Take Action’ area of the screen. In the drop down menu you will see 5 options for ‘Select an Attachment Type’

• Attach a note
• Scan and attach a document
• Attach screen shot
• Attach a file
• Attach a URL

You must only select the ‘Attach a note’ option. The other options must not be used in this work area.