Adding an Update to a Case

Add an update to document case work and keep related information together.

Create an update

Open the case and select Updates.
Select Add Update.
Choose a Preset if you want to start from an available template.
Enter a clear Title and select the appropriate Update Type.
Review the Visibility Access Group. Choose a group if your permissions allow it.
Write the Description, using formatting where it improves readability.
Add any related activity, timeline notes, or case attachments.
Select Add Update and verify the saved entry.

Connect planned work

Use Related Task/Event to connect the update to a task or event on the case. This keeps the documentation associated with the planned work.

Record time and expenses

Use Add time & expenses after saving when available to continue into the separate time and expense workflow. You can also review the update’s time and expenses on its detail page. Check the actual entries before treating work as billed.

If saving is unavailable

You need Add Updates permission and access to a writable case. A closed or read-only case, missing required fields, or a role without a usable default visibility access group can prevent saving.