Adding notes to the Service Desk ticket

You add notes to the Service Ticket using the Add Note option. When you enter a note decide whether to Make note visible to customers then enter the relevant text.

When complete, click Save to update the ticket information on both the All Devices view and in Service Desk.

When a note is added, a summary of the Note displays in the main ticket window. You can view the compete note using from the Full Text button.


Where the option to Prompt for notes when clearing failed checks is enabled for All Devices view Notes, both the Technical (private) note and Client-facing note must be completed to save the dialog. However, only the Technical note is displayed in the Service Desk Ticket as Private Note (Internal Only).

To disable this option, clear the Prompt for notes when clearing failed checks checkbox in the All Devices view. Go to Settings, General Settings, Notes. This behavior is recorded regardless of whether the option to close the ticket on check clear is setup.

All notes added against the ticket do not display in the All Devices view Notes section. They can only be viewed in the Service Desk ticket itself.