List of Note Templates in AutoTask
Here is some general info about Autotask Notes. (You must be logged into Autotask to view the article.)
Notes are one type of form template in Autotask. Here are some of the more common ones we use.
Not all note templates are available in all ticket categories. If you can't find a note template in a ticket and you think it should be there, ask Roberta. Keep in mind that if it's not there, it may indicate you're using the wrong ticket category.
If you change the settings in the note, you can override the settings set by the template. Be careful.
Before you send out any notes based on a template, please edit as needed for the specific situation.
NYGG003E- External Note - customer facing
All-purpose template to send note to all contacts and resources on the ticket. See Ticket Notes - How They Work and Who Receives Them for important details on using this note template.
NYGG003I Internal Note - not visible to customer
All-purpose template to send note to all resources on the ticket. The note will not go to the customer (unless you add customer contacts to the note which you should not do. If you need to send a note to a customer. use NYGG003E-External Note instead). See Ticket Notes - How They Work and Who Receives Them for important details on using this note template.
GGIT002 - Internal Note to Office Admin's Slackbot
Send the note to Office Admin's Slackbot channel, not to email.
Available from all ticket
categories. Please note
you'll still have to manually change the ticket status as appropriate. (You can
do that from the note template.)
This template should come in handy if you want the office admin to quickly see a note about something that needs follow-up, but you also need the note to be in the ticket so there's a record of it.
NYGG-280 [Customer Notification] Notify New Exchange User of Access When Setup Complete
Creates internal note and sends a notification to the (customer) ticket contact about new mailbox with instructions
NYGG-283T [External Note] Workstation-SideWork Completed - Customer can use computer again.
Let user know we're done needing access to their machine.
GGIT-11 [External Note] Advise User Requesting Update of ABR To email a Mac user (who has submitted a ticket asking for a password to update their software) to
advise them that they should be using AdminByRequest for this. The template includes a link to the
instructions for using ABR.
NYGG01 - Slow Computer Note to Customer
Client Facing Note when client complains a computer is slow
033A - [Canned Replies] Hosted Exchange Spam Tag
Edit this canned reply as necessary.
MP-IN - MP Internal Note - Internal Note
MP003S - MP External Note - External Note with signature
NYGG-281 - Confirm Deletion of Each Mbox w/ Primary Contact -
Creates internal note that sends notification confirming deletion of mailbox. "Change Approver" should be the primary customer contact
033B - [Canned Reply] Explain Real Phishing email to user
Edit this canned reply as necessary. Explain actual Phishing email to customer
NYGG02 - [Customer Notification] Note to schedule login for a few minutes
Client Facing Note when login is needed including patch data not received.
NYGG03A - [Customer Notification] Backup - ask user about no new files
Creates internal ticket note that sends notification to customer about backups not having new files
NYGG-284T - [External Note] Workstation-RMM Agent Install Completed
Customer can use machine again. - let user know we're done needing access to their machine.
GGIT-101 - [EXTERNAL] Additional Time needed for RMM Workstation Setup
Sends TimeZest link to customer to schedule additional time for primary resource to work on new device setup.as background appointment.
GGIT-282T - [Customer Notification] Notify New RMM User
Creates internal TICKET note that sends notification to new RMM user about new workstation access with instructions. You must choose the correct notification template depending on whether the customer has no HD, biz hours HD or 24/7 HD.
NYGG003F - External Note that Only Goes to Customer Contacts - External Note - customer facing.
Doesn't go to ticket resources. Sender will be cc-ed.
GGIT-290 - [Customer Notification] Talker Email Mailbox
Okay to Close? - customer facing note asking if we can close mailbox out for Talker, Inc.
GGIT- 07 - [Customer Notification] Manually Notify Customer that Server's Down
If server goes down after hours customer won't receive auto-notification. You can use this note to notify the customer if it's still down when work hours start.
GGIT-10 - [External Note] Disk space issue cause by Dropbox
For use when resolving disk space issues for RMM customer workstation. You can add specifics such as the largest file or folder.
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