The Add Note Dialog

Service Desk > Tickets > New > Add Note

• You must select an existing ticket to enable the Add Note button in the Tickets table.

Service Desk > Organization Tickets > Tickets tab > Add Note

Service Desk > Tasks Associated with Tickets > Add Note

Service Desk > Tickets > Task tab > Add Note

You can enter notes and report hours worked for a selected ticket, without necessarily having to open that ticket. A similar add note form displays for adding a note to the entire ticket or to a specific task within a ticket.

Note: The ticket layout described below is for the standard Fixed_Width_Tabbed editing template used to create a ticket based on the ITIL Incident definition template. You may see a different order and selection of fields if a different editing template and desk definition is used.

Adding a Note

• The following fields display if Tasks are enabled for the service desk.
  • Task - Selects or displays the associated task, if applicable. The following fields only display if a Task is selected.
    • Status - The status of the task.
    • % Complete - The percent complete for the task.
• 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 Live Connect. 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 and the time entered is associated with a work order line, the hours worked are billable.

  Note: The Billable checkbox is for reference purposes only in timesheets, if Service Billing is not installed.

• The following fields only display if a service desk is integrated with Service Billing. See Creating Billing Entries using Service Desk.
  • Work Order - Display only. Displays only if a work order is associated with the ticket on the General tab of the ticket editor.
  • 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.
• Notes - Enter text in the note pane. Use the edit toolbar to add special formatting to the text.
  
  • Expand / Contract - Expands or contracts the edit window.
  • - Hyperlink selected text. You may need to reset links copied and pasted from another source.
  • - Copy selected text from Microsoft Word and paste into text pane.
  • - Insert a table.
  • - Insert a horizontal line as a percentage of the width, or set a fixed width in pixels.
  • - Indent text.
  • - Outdent text.
  • - Set selected text to subscript.
  • - Set selected text to superscript.
  • - Remove formatting of selected text.
  • - Insert special characters and symbols.

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