TicketNotes

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.

NOTE  You can refer to the Online Help to find root and child access URLs of the entity you wish to query. Refer to Finding resource and child access URLs of REST API entities for more information.

Entity details

Entity Name: TicketNotes

Entity Path:

/atservicesrest/v1.0/TicketNotes
Can Create:
Can Update:
Can Query:
Can Delete:  
Can Have UDFs:  
Supports webhooks:

Conditions and requirements

General

  • The TicketNotes entity must respect the edit ticket note permissions. In Autotask, these permissions are assigned to the user's security level. For details on Security Level permissions, refer to Service Desk security settings.
  • On create, if the TicketNotes 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. The value for 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

The following table describes the standard Autotask fields for this entity. Refer to the following articles for more information about working with these fields:

To learn how to query picklist endpoints, refer to Understanding picklists.

Notes

  • For string datatypes, the number in parentheses ( ) indicates the maximum number of characters allowed.
  • LT indicates Local Term.
  • If this entity has child collections, they will appear in a Child collection access URLs or an Entity URLs and relationships drop-down in the Entity details section of this article.
  • You can call the /query/count/ endpoint of a resource to determine how many records a collection holds.

NOTE  API queries for TicketNote entities with publish = 1 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 Datatype Read-Only Is Required Reference Name Picklist
createDateTime datetime      

createdByContactID

integer

 

 

Contacts

 
creatorResourceID integer   Resources  
description string (32000)      
id long    
impersonatorCreatorResourceID integer   Resources  
impersonatorUpdaterResourceID integer   Resources  
lastActivityDate datetime      
noteType integer    
publish integer    
ticketID integer   Tickets  
title string (250)        

Additional resources