Adding a note to a task or ticket

IMPORTANT  By default, notes and time entry pages launched from a task or ticket in New, Edit, or View mode open in a modal dialog box. For information about dialog boxes and how they differ from browser pages, refer to Minimizing Dialog Boxes.

Adding or editing a note

To open the page, use the path(s) in the Security and navigation section above.

Adding a note to selected tickets

On ticket tables, you can select the Add Note to Selected Tickets option from the bulk menu. This selection opens a page that contains a subset of the fields documented above.

The fields that do appear show the following differences:

Field Description
Enter Speed Code or Choose Template Only form templates that are available to all selected tickets’ categories can be selected.
Status

A Keep Current option is available and is the default. Additionally, only those statuses that are available to all selected tickets’ categories are available for selection.

If you set the status of selected tickets to Complete, and one or more tickets have incomplete to-dos, a confirmation message will ask if you want to complete associated to-dos. If you select Yes, all incomplete to-dos for the ticket to be set to complete when the note is saved.

Update Status on {#} incident(s) Only the incidents of problem tickets will have their status updated. Incidents on Change Request tickets will not be updated.
Also create Note/Attachment(s) on # incident(s) The attachments will only be added to the incidents of problem tickets, not incidents of Change Request tickets.
Append to Resolution on # incident(s The note will only be added to the incidents of problem tickets, not incidents of Change Request tickets.

Searching for and viewing notes

Notes can be searched and viewed from one place using the Global Notes Search, accessed from > Home > Search > Global Notes Search or > Reports > Other > General. Refer to Running a global notes search.