Datto Autotask PSA: Is it possible to change the default ticket note type?

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Question

When we add a ticket note, the note type defaults to Task Summary. Is there a way to change the default note type to something else; for example, to Task Notes?

Environment

  • Datto Autotask PSA

Answer

While you cannot change the ticket note's default note type directly, you can add a ticket note template with a note type of Task Notes, and use the template when adding ticket notes. To do so:

  1. Navigate to Autotask Menu → Admin → Features & Settings → Application-wide (Shared) Features → Form Templates.
  2. Add a ticket note template where you select Task Notes as the note type. When creating the ticket note, make sure to select this template for the note.

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