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. Only the 100 most recent notes will be displayed per ticket.

Add Note

Note Time - 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.

Service Billing Fields

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 reference Service Desk integration 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 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 resource type required to perform the service. The rate can be overridden when selected. 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

Note - Enter text in the note pane.
Toolbar - Use the edit toolbar to add images and special formatting to the text. Images must be uploaded rather than copied and pasted in.
- - Hyperlink selected text. You may need to reset links copied and pasted from another source.
- - Insert a table.
- - Insert a horizontal line as a percentage of the width, or set a fixed width in pixels.
- - Indent text.
- - Outdent text.
- - Remove formatting.
- - Insert a symbol.
- - Insert an emoticon.
- - Preview the display of text and images.
- - Upload a file or image.
- - Set selected text to subscript.
- - Set selected text to superscript.
- - Toggle full screen mode for editing and viewing.

(Note History)

(Edit) - Double click a note to edit the text of the note.
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. This option only displays if Allow Deleting Notes is unchecked in in the General Info tab in Desk Definition.
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 - The background colors of types of notes are set using Global Settings.