TicketNote

IMPORTANT  The SOAP API entered a limited enhancement phase in Q4 2020. Access deactivation for version 1.5 began in Q1 2022 and will enter its concluding phases in October 2022. Access to version 1.6 will be deactivated in Q4 2024. Visit our SOAP API lifecycle FAQ article to learn more.

This entity describes notes created by an Autotask user and associated with a Ticket entity. Autotask users manage ticket notes on Service Desk tickets. Users can add notes to a new or existing ticket.

Entity details

You can also retrieve this information with the Web Services API call The getEntityInfo() SOAP API call.

Entity Name:	TicketNote
Can Create:
Can Update:
Can Query:
Can Delete:
Can Have UDFs:

Conditions and requirements

General

• The TicketNote entity must respect the edit ticket note permissions implemented with Autotask release 2013.2 (October 22, 2013). In Autotask these permissions are assigned to the user's Security Level. For details on Security Level permissions, refer to Service Desk security settings.

• Assuming this is the cause of this person problem, the documentation should include info on how the ticket category controls the required/not required and therefore the API docs list it as not required.

• On create, if the TicketNote entity uses the Datto or RMM partnerID, the Ticket Note will show as created by Datto or RMM in the UI ticket activity feed.
• Ticket Notes with a Publish setting of All Autotask Users are displayed in the outsourced copy of the ticket.

Special field attributes

Field	Conditions and Requirements
Description	When you use the API to update this field, the REST API will return the text-only version of its content. If you send the content back, the Rich Text and all images that it contains will be lost. You cannot use the API to create items that contain Rich Text, but you can add Rich Text later via a supported method. To learn more, refer to The Rich Text editor.
Title	Whether ticket note titles are required is determined by the Require titles on ticket notes Ticket Category setting. The API will respect this option and enforce it accordingly.

Contact impersonation validation rules for creating entities

1. The API user security level has access to contact impersonation for ticket notes.
2. Publish must always be ALL.
3. The ticket belongs to the contact's account or to a child account of the contact's account.
4. The contact is active.
5. The contact's account is active.

NOTE  If the API user does not have the Contacts impersonation option enabled, it will be unable to specify custom values for the AttachedByContactID and the CreatedByContactID fields. Any entities or attachments that the account creates will be attributed to "API User." Refer to Web Services API security settings.

Field definitions

NOTE  With the current redesign of Autotask’s workflow engine, API queries for TicketNote entities with Publish = 1 now include all System Workflow Notes. If your query currently includes code that specifies TickektNote.Publish = 1 and you do not want system workflow notes returned, you must modify the query to include a condition that excludes TicketNote.NoteType = 13.

IMPORTANT  Whether ticket note titles are required is determined by the Require titles on ticket notes Ticket Category setting. The API will respect this option and enforce it accordingly.

Field Name	Label	Datatype	Read Only	Is Required	Reference Name	Picklist
CreateDateTime	Create Date Time	datetime
CreatedByContactID	Created by Contact ID	integer			Contact
CreatorResourceID	Creator Resource	integer			Resource
Description	Description	string (32000)
id	Ticket Note ID	long
ImpersonatorCreatorResourceID	Impersonator Creator Resource ID	integer			Resource
ImpersonatorUpdaterResourceID	Impersonator Updater Resource ID	integer			Resource
LastActivityDate	LastActivityDate	datetime
NoteType	Note Type	integer
Publish	Publish	integer
TicketID	Ticket	integer			Ticket
Title	Title	string (250)