Note types

SECURITY  Security level with Admin permission to configure Application-wide (Shared) Features. Refer to Admin security settings.

SECURITY  Security level with Admin permissions to configure Service Desk (Tickets), Organizations & Contacts, Sales & Opportunities, Contracts & Unposting, Projects & Tasks, or Client Portal & Taskfire, depending on the entity. Refer to Admin security settings.

NAVIGATION   > Admin > Features & Settings > Application-wide (Shared) Features > Note Types

Note types are categories applied to notes. They don't do much, but the Global Notes Search can be filtered by the Note Type field. Refer to Running a global notes search.

Many note types are system note types that come with your Autotask instance and cannot be inactivated or deleted.

How to...

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. To add a new note type, click the New dropdown and select the entity the new note type will be available for. You can choose from Ticket/Task, Project, Device, or Contract. Alternatively, open the tab of the entity you want to create a new note type for, and click New. The page will open.
  3. To edit an existing note type, select Edit from the context menu or left-click on the line. The page will open.
  4. Populate or update the following fields:
Field Description
Name* Enter the name that will appear on the drop-down menu of the Note Type field when a note is created.
Description* This field is required, but does not show when you select a note type.
Publish To (Ticket/Task and Project note types only)

 

The Publish type determines who can view notes or open attachments created by a resource (system notes visibility is determined by the viewer's security level). It is either inherited from the note type (but can be edited), or selected outright from the Publish To dropdown menu. The following options are available:

  • All Autotask Users: The note or attachment can be viewed by internal and co-managing resources, as well as customer contacts with Client Portal access to the parent entity. Refer to Adding or editing Client Portal security levels.
  • Internal Only: (not available to co-managed security levels when adding attachments) The note or attachment can be viewed by internal resources, except those who have a co-managed security level. Some entities where this is the only option have an Internal only check box.
  • Internal & Co-managing (tickets and ticket notes only): The note or attachment can be viewed by internal resources and resources who have a co-managed security level. Refer to Co-managed Help Desk (system). The following system note types default to this Publish To setting:
    • Absorbed Another Ticket
    • Copied to Project
    • Duplicate Ticket Note
    • Forward/Modify Note
    • Merged Into Ticket
    • If a co-managing user is sending an email and the mailbox configuration is set to Internal Only, it is published to Internal & Co-managed, regardless.
  • Project Team (project notes only): The note can be viewed by internal and client team members of the project.

Attachments without a Publish To selector inherit the visibility of the parent entity.

EXAMPLE  When you add an attachment while editing a ticket note, the ticket note's Publish To option is applied to the attachment.

NOTE  The Publish To field can be edited even on system note types.
Active To make the note type immediately available, select the this check box. To inactivate it, clear the check box. If the note type is a system note type, you will not be able to inactivate it.
  1. Click Save.

To delete a note type, complete the following steps:

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Open the context menu and select Delete. If the note type is associated with a note or is a system note type, the Delete option will not be available.

  3. Click Yes on the confirmation message.