Adding a ticket note
SECURITY All users with access to a ticket can add a note while the ticket is open. Only users with a Taskfire security level can add notes to completed tickets.
NAVIGATION 
> Tickets > Open any ticket table, click the magnifying glass on a ticket row to open the ticket, then click Note in the Activity section.
Ticket The Autotask entity that tracks service requests, incidents or problems that were added to Autotask by your customers, internal employees, or remote monitoring software. notes are used to track information, update the Taskfire An extension of the Client Portal that lets you manage your own internal help desk. status, complete the ticket, and communicate with internal and external ticket resources. All notes support email notification, which allows you to send the text of the note to the ticket contact and other individuals.
To add a ticket note, do the following:
- Find the ticket to which you would like to add a note and open it.
- In the Activity section of the Ticket Detail page, click Note A way of tracking additional information associated with an Autotask entity.. Or, click the Complete button on the task bar. The Note dialog window opens.
- Complete the following fields:
| Field | Description |
|---|---|
| Ticket Status Indicates the current state of an Autotask entity. | This field is only displayed for users with a Taskfire security level. It refers to the status that your organization Your Client Portal instance may be configured to use one fo the following terms instead:
Account, Business Unit, Client, Company, Customer, Site. has assigned to the ticket. The service provider has a separate status field. The status can be updated as needed. |
| Note Title | The Title field is required. |
| Note | The Note field is required. |
| Append to Resolution | When this check box is selected, the note will be copied into a special Resolution field in the service provider version of the ticket. |
|
Notify Ticket Contact The Customer Contact who reported the issue. |
This box is selected by default. If there is a ticket contact, he or she will be notified. |
|
Notify All Assigned Resources (Internal & Service Provider) |
This box is selected by default. Service provider an internal Taskfire resources will be notified. |
| Other recipients (emails, separated by semicolons) | If you enter any email address, the contents of the note will be sent to the recipients as an email. They do not have to be Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects. or Autotask users. |
- Click Save to add the note, or click Cancel.
Any resource on the ticket (at your organization or ours) will automatically be notified via email. If you selected the Notify the ticket contact option, that person will also be notified via email that the note was added.
NOTE Clicking Complete Ticket launches a special version of the Note dialog that sets the Taskfire status field to Complete. And unlike a regular note, the Append to Resolution field defaults to selected.