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Notes tab

Service Desk > Operations > Tickets > Add/Edit > Notes tab

  • Displays only when editing the ticket.

The Notes tab enables you to enter notes and report hours worked for the entire ticket. Additional fields are used to classify the type of work performed or to submit the hours worked to Service Billing for billing purposes. When a note is added to a ticket, the ticket is reset to Unread for other users.

Add Note

  • Date Time Started - Displays only if Auto Save Clock is unchecked in in the General Info tab in Desk Definition. Specifies the date and time of a note for backdating purposes. If hours are reported when the note is added, then the hours are posted in the Time Tracking module using the date and time specified. Only supported using the Fixed_Width_Tabbed and Fixed_Width_No_Tabs editing template.
  • Hours Worked - Enter the number of hours you've worked on this ticket. Typically when you enter hours worked, you also enter a note describing the work you've done. This field is hidden if the Service Desk > Desk Definition > General > Auto Save Clock checkbox is checked.
  • Note Template - Append a note template to the ticket notes. Note templates are predefined blocks of text. They are maintained using Service Desk > Note Templates.
  • Add as Hidden - If checked, do not notify the submitter by email and hide the note from machine users viewing the ticket using Portal Access. If unchecked, the added note is public for all users.
  • Suppress Notification - If checked, suppresses email and message notification, both internal and external, including any other changes included with this note.
  • Billable - If checked, the entry is billable. If Service Billing is not installed, the Billable checkbox is for reference purposes only. If Service Billing is installed the entry is forwarded to Service Billing. If timesheets require approval, the timesheet containing this entry must be approved before the entry is forwarded to Service Billing.
  • The following fields only display if a service desk is integrated with Service Billing. See Creating Billing Entries using Service Desk.
    • Work Order Item - The work order line to associate with the hours worked. Displays only if a work order is associated with the ticket on the General tab of the ticket editor.
    • Activity Type - Labor entries are grouped by activity type to analyze the cost and revenue of labor. The classification of activity types typically reflects the accounting requirements of a company. Labor entries are classified by both activity type and resource type. Not editable if a detailed work order is selected.
    • Resource Type - A resource type specifies a skill, material or cost and sets a default rate for a billable labor item or entry. Typically a resource type represents a skill performed by a staff member. A billing rate and standard cost is defined for each skill required to perform the service. The rate can be overridden when selected. Because the labor performed to deliver a service sometimes requires incidental charges for materials and costs, resource types can also be classified as either material or cost. For example, extra cabling or overnight shipping might be included as additional, billable labor entries, because they are required to deliver the service of installing a server. The classification of resource types typically reflects the production requirements of a company. Labor entries are classified by both resource type and by activity type. Not editable if a detailed work order is selected.
    • Rate - The default billing rate for the selected resource type. Display only.
    • Override Rate - A manually entered rate that overrides the default billing rate for a selected resource type. Does not display if a detailed work order is selected.
    • Show Note on Invoice - If checked, the note is displayed on the printed invoice.
  • Note - Enter text in the note pane. Use the edit toolbar to add special formatting to the text.
    Word 75% / HTML 100%
    • Word 60% / HTML 100% - Hyperlink selected text. You may need to reset links copied and pasted from another source.
    • Word 75% / HTML 100% - Copy selected text from Microsoft Word and paste into text pane.
    • Word 75% / HTML 100% - Insert a table.
    • Word 75% / HTML 100% - Insert a horizontal line as a percentage of the width, or set a fixed width in pixels.
    • Word 75% / HTML 100% - Indent text.
    • Word 75% / HTML 100% - Outdent text.
    • Word 75% / HTML 100% - Set selected text to subscript.
    • Word 75% / HTML 100% - Set selected text to superscript.
    • Word 75% / HTML 100% - Remove formatting of selected text.
    • Word 75% / HTML 100% - Insert special characters and symbols.

Resolution

  • Resolution - Select a value that classifies how an issue was resolved.
  • Resolution Description - Enter a description of how the issue was resolved. Use the edit toolbar buttons described for the Description field to add special formatting to the text.

(Note History)

  • (Edit) - Double click a note to edit its description.
  • Split - Splits the current ticket and move all notes after the selected note's date and all current settings of the current ticket to a new ticket.
  • Delete - Deletes a selected note.
  • Hidden - Select a note and check it to mark the note as internal-only, meaning hidden from external users, such as submitters being notified by email, or machine users viewing the ticket using Portal Access. Uncheck the note to make it public to all users. Yellow is the default background color for hidden notes.
  • Task Notes - Blue is the default background color for notes created for a task.

    Note: Default background colors for notes are set using Global Settings.