Editing Autotask Tickets

Learn more about editing records.

There are two ways to edit a ticket in TopLeft:

1. From a Kanban board by one of these methods: clicking the ticket, clicking a button on the bottom of a card, using the "..." menu options, or using a keyboard shortcut (read more)
2. From a Gantt chart (for Manager-licensed users only)

To edit a ticket in Autotask, click the "AT" button on the bottom of the card, or at the top of the editing dialog click the "View in Autotask" button.

Edit Ticket

The following fields can be edited:

1. Title
2. Due date and time
3. Estimated hours
4. Account
5. Contact
6. Project
7. Status- You can also change status by dragging between columns.
8. Priority
9. Issue type
10. Sub issue type
11. Category
12. Queue
13. Work type
14. Description

Checklist

Add, remove, and edit ticket checklist items. You can mark items as complete or incomplete.

Time & Notes

The time entry dialog also shows existing notes on the ticket. If there are many notes, navigate to earlier notes by using the paging function at the bottom of the dialog.

To make a new note, select "Enter Note" and complete the form as follows:

• Title
• Note Type - Select from "Task Summary", "Task Detail", and "Task Notes"
• Description
• Internal Only - Select this to make the note internal
• Notify contact - The notify contact option is available when a contact with an email address is associated with the ticket. Contact emails are sent from TopLeft and not from Autotask due to limitations in the Autotask APIs.

To make a time entry, select "Enter Time". The time entry dialog is similar to the time entry form in Autotask. Complete the form as follows:

• Work type: Select a work type for the time entry. If the ticket has a work type set, that work type displays by default.
• Role: Select a role for the time entry. The menu only shows your assigned roles.
• Date: Select the the date that the work was performed on.
• Status: Change the ticket status. This field is optional.
• Start time: Set the start time. Start time can be entered in a variety of formats, such as 2pm, 2:00 pm, or 14:00.
• End time: Set the end time. End time can be entered in a variety of formats, such as 2pm, 2:00 pm, or 14:00.
• Hours worked: Enter the hours worked.
• Billing offset: Add or subtract time from the total time to bill.
• Summary notes: Enter a description of the work performed.
• Internal notes: Enter any internal notes. This field is optional.
• Notify contact - The notify contact option is available when a contact with an email address is associated with the ticket. Contact emails are sent from TopLeft and not from Autotask due to limitations in the Autotask APIs.

Dispatch

Assign new members to a ticket or remove existing members from a ticket, both for the primary and secondary members.

When you assign new members, TopLeft can send them a message by email to let them know they have been assigned. Enable the "Notify members being assigned" option and supply an optional message with details, then click Save.

On a resource swimlane board, you can re-assign tickets by dragging the ticket between swimlanes.

Assignments

You can assign a primary resource to the ticket by selecting their name in the list. You can assign new secondary members to a ticket by clicking their name in the Available list. This moves them to the Selected list. Click Assign.

Service Call

Assign a member with an appointment at a specified time.

Complete the form as follows:

• Start Date/Time: Select the date and time for the service call to be scheduled.
• End Date/Time: Select the date and time for the scheduled service call to end.
• Description: An optional brief description of the reason for the service call.
• Resource: The resources assigned to the ticket that you want to assign to the service call. The first resource in the list is the primary resource if one is assigned.
• Status: Select the initial status for the service call.
• Location: Select the location for the service call.

When you select the member and date, TopLeft shows entries from the member's Autotask calendar on that date. This can help you pick a time and duration that is available for that ticket.

You can click on the day line to select the start time and duration in 15-minute increments. First, click on a box to select the start or end time. Second, click on another box to set the duration of the schedule entry. To clear the selection, click on any box.

When you make a service call, TopLeft can send the member a message by email to let them know they have been assigned. Enable the "Notify member" option and supply an optional message with details, then click Save.

Files

See View Ticket Attachments.

Change Priority

To change the priority of a ticket, you can click the colored bar on the left side of the card. This opens a dialog to select the new priority with a single click.