Add notes to an issue

How to add notes — and screenshots, files, and other attachments — to a tracker issue, before and after creation.

What notes are

Every issue has a note thread. Notes are how you keep an ongoing conversation against the issue without losing the thread in email or chat: each side adds context as it surfaces, attaches screenshots or supporting files when useful, and everyone sees the same record.

A note has:

  • A body — the text of the note.
  • Optional attachments — up to 10 files per note, 5 MiB each. Anything the platform can serve back works (screenshots, PDFs, CSVs, spreadsheets, short logs).
  • An author — captured automatically from the active NetSuite session.
  • A timestamp.

Notes are visible to both sides — your team and FullClarity — and update in real time. When someone posts a note, anyone else with the issue open sees it appear within a second or two.

The Notes column

On the Issues tab, the rightmost column is Notes. It shows either:

  • + Add note — there are no notes yet on this issue.
  • 💬 n — there are n notes on this issue. Click to open the thread.

The count badge updates live whenever anyone — you, a colleague on your side, or a FullClarity consultant — adds or deletes a note.

Opening the thread

Click the Notes cell on any issue row. A dialog opens showing every note on that issue, oldest at the top, with the composer at the bottom.

If the issue has no notes yet, the thread is empty and you'll go straight to the composer.

Posting a note

  1. Open the issue's note thread (click the Notes cell).
  2. Type the note in the textarea at the bottom of the thread.
  3. Optionally attach files (see Attaching files below).
  4. Click Post.

The note appears immediately at the bottom of the thread, and any other person currently viewing the same issue sees it appear within a couple of seconds.

You don't have to fill in either the body or attachments individually — but you need at least one of them. An empty note with no attachments can't be posted.

Attaching files

There are three ways to attach files to a note. Use whichever is most natural for what you have.

Paste a screenshot

The fastest path for screenshots.

  1. Take a screenshot using your operating system:
    • Mac: Cmd+Shift+4 to select a region, then Cmd+V into the note composer. (Cmd+Shift+Ctrl+4 puts the screenshot on the clipboard directly without saving to your desktop.)
    • Windows: open the Snipping Tool (Win+Shift+S), capture, then Ctrl+V into the note composer.
  2. Click into the note composer if it isn't already focused.
  3. Paste (Cmd+V / Ctrl+V).

The screenshot appears in the attachment area underneath the textarea, ready to post.

Drag and drop

Drop one or more files from Finder/Explorer onto the attachment area below the textarea. The drop zone highlights when you drag a file over it.

Click to browse

Click the Paste a screenshot or click to attach a file prompt in the attachment area. A standard file picker opens — choose one or more files and confirm.

Limits

  • 5 MiB per file.
  • 10 files per note.

If you exceed either limit, the attachment is rejected with a message naming the file. Compress or split if you have larger files; for very large logs, paste an excerpt into the note body or attach a representative chunk.

Image preview

Image attachments show as thumbnails in the posted note. Click a thumbnail to open it at full size in a lightbox. Press Escape or click outside the image to close.

Non-image attachments (PDFs, CSVs, etc.) show as a filename with a download link. Click to download the file.

Deleting a note

You can delete notes you posted yourself. Hover the note in the thread — a Delete action appears on your own notes. Click it; confirm; the note disappears from the thread for everyone, and the count badge on the Issues list decrements.

You can't delete notes posted by other people. If you need a note removed that isn't yours, ask the author or your FullClarity consultant.

Deletes are reversible at FullClarity's end if asked promptly — the note isn't immediately purged, just hidden — but as a practical matter, treat delete as permanent.

Notes during issue creation

The + New Issue form has a First note field that lets you start the thread at the moment you log the issue. This is useful when:

  • You've already got a screenshot of the problem and don't want a two-step "create then open then attach" dance.
  • The description is short ("Estimate header is wrong") but the supporting detail is in screenshots or a longer narrative that belongs in a note rather than the description.

Anything you put in the First note (text and/or attachments) posts as the first note on the new issue the moment the issue is created. After that, add follow-ups through the Notes column on the Issues list as normal.

Working in parallel

Multiple people can have the same issue's note thread open at the same time. New notes from others appear in your view within a second or two. There's no "refresh" needed — the thread keeps itself current.

If two people post a note at the same moment, both notes appear; nothing is overwritten or lost. The order is by post timestamp.

  • Quick start — the simple end-to-end walkthrough including a first note.
  • Log an issue — the full issue form, including the First note field.
  • Issue fields — what each column on the Issues list captures, including the Notes count.
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