Using notes in Autotask
IMPORTANT In this topic and its sub-topics, we are only addressing notes that are associated with:
• Devices
• Contracts
• Projects, Tasks and Issues
• Tickets, Recurring Ticket Templates
• Time Entries
• Knowledge Base article and document notes
CRM organizations, contacts and opportunities also have a Notes feature. But CRM notes are structurally different from the notes associated with contracts, projects, tasks, tickets and time entries. CRM to-dos and Notes are used to assign, schedule, and track non-billable organization or sales activities.
For additional information about CRM notes, refer to About to-dos and CRM notes.
About notes
Notes are used to track additional information, update the status of the parent entity, and communicate with resources and customers.
- They appear on the Activity tab and the Notes table of the parent entity
- On some entities, they support email notification, which allows you to send the text of the note to selected recipients
- You can attach supplementary documents to a note
- You can search for notes from Home > Search > Global Notes Search
- You can generate a report using the LiveReports > Note category
- All notes are time stamped
Knowledge Base article and document notes are not exposed on the Global Notes Search page, and don't have a note type. They are also not exposed in the API or LiveReports.
About note types
Notes have a property called Note Type. Selecting a Note Type populates the Publish To field of the note, but this default can be overridden. Notes published to All Autotask Users are visible to customers. Notes published to Internal Users, referred to as internal notes, are never visible to your customers.
Your Autotask instance comes with a list of Note Types, and you can create additional ones. Refer to Note types.
How to...
You can manually enter notes for:
- Contracts
- Projects, tasks and issues
- Tickets
- Time entries on tasks and tickets
- Knowledge Base article notes and Document notes
Refer to:
- Adding a note to a task or ticket to learn about adding notes to tasks and tickets
- Adding or editing project or project phase notes to learn about adding notes to projects and devices
- Contract Notes
- Device notes
- Adding notes to articles and documents to learn about Knowledge Base article and document notes
A number of events in Autotask automatically generate notes that are attached to the parent entity.
NOTE Automatically created notes cannot be deleted.
Here is an overview of the note types available for the various entities, and how they are created.
You can search for any note, including CRM notes, on Home > Global Notes Search, assuming your security level does not restrict this. Refer to Running a global notes search.
For reporting on notes, refer to Reports on Autotask notes.