Searching and managing CRM notes and to-dos

SECURITY  Security level with access to CRM, and object permissions to add, edit, and delete CRM notes and to-dos for organizations you have access to

NAVIGATION   >  CRM >  Search >  To-Dos & Notes

NAVIGATION  My >  CRM >  Notes

NAVIGATION  Dashboard >  To-Dos & Notes entity widget >  To-Dos & Notes drill-in tables

NAVIGATION  Ticket page >  Accessory tabs > Service Calls & To-Do

NAVIGATION  Opportunity page >  Accessory tabs > To-Dos

NAVIGATION  Organization page > Accessory tabs > Notes

NAVIGATION  Organization page > Accessory tabs > To-Dos

NOTE  On the CRM >  To-Do & Note Search page, you can only search for CRM notes that are associated with organizations, contacts, and opportunities. To search all notes in your Autotask instance, including project, ticket, and contract notes, you must do a Global Notes Search. Refer to Running a global notes search.

To open the page, use the path(s) in the Security and navigation section above.

  • To display a list of all records of a given entity in your Autotask instance, click Search without applying any filters.

Search results containing more than 25, 50, or 100 records (depending on your Records per page setting) are paginated. Use page navigation to view additional results. At most, 5,000 data record will be retrieved at any one time.

The Active filter defaults to Active on the Organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site. Search, Contact Search, My Organizations, and My Contacts pages, as well as on the global Search by Organization, Contact (First Name), Contact (Last Name), and Contact (Email). The counters in the My menu also reflect only active entities.

NOTE  There are several options for phone number filters. The Phone filter will look for a contains match that includes any characters (such as - or () ) entered in the filter box. The Organization Search and Contact Search pages have a Phone (numbers only) option that will ignore special characters in the filter and the results. It will do a contains search for just the numbers entered in the filter box. The Contact Search page also allows you to do a Phone (Starts With) search. It will search for phone numbers that start with the value entered in the filter box.

The following tool buttons appear above the table:

Tool Button Description

Many Search pages (but not the widget drill-down tables) allow you to create a new instance of the selected entity. This button is visible before you execute a search:

  • Click New.
  • Contract, Ticket, and Project entities allow you to create several different entity types. Click New and select an option.

For help with populating the fields, refer to the context-sensitive Help of the page that opens.

SECURITY  By default, Export is available to users with Admin security level, and disabled for all others. It can be enabled for other security levels. Refer to Can export Grid Data.

NOTE  When exporting to CSV: To ensure consistent date/time formatting in the CSV output, we strongly recommend that the user’s date/time format settings in Autotask be identical to the Windows date/time format settings of the computer performing the export. This will prevent conflicts in how the software that generates the report interprets the date/time format.

IMPORTANT  Fields related to billing products for devices Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product. and contacts will not be exported.

  1. Click the Export drop-down menu and select an option.

    2. Option Description
    In Current Format If you select this option or simply click the Export button, only the columns that are displayed on the search results table will be exported.
    In Import Template Format This option will appear for entities that can be imported. For a list of entities that can be exported in import template format, refer to Importing or updating data.

    If you select this option, all columns that appear on the import template for the entity will be exported. This allows you to clean up or update records in bulk, and then import them again using the Update option.
  1. A window opens that allows you to download and open the exported file.

NOTE  Only the first 5,000 records will be exported.

The Column Chooser allows you to customize search results tables throughout Autotask. It determines the following:

  • Which columns are displayed on the table
  • The left-to-right display order of the columns

NOTE   Column Chooser settings on search results tables and some standard reports are part of the user settings stored on the Autotask server. You can log in from any computer and have your column chooser settings applied to your Autotask session. To clear the data stored in your Autotask instance and reset the column chooser settings to the Autotask default settings, click Reset Settings in My >  Miscellaneous > Settings.

To customize the table, do the following:

  1. Click the column chooser icon above the search results. The Column Chooser page opens.

Columns appear either in the Available Columns or the Selected Columns panel.

  1. Double-click a column name or select one or multiple columns and click the left or right arrow to move columns to the other panel.
  2. To change the display order of the columns, select one or multiple columns in the Selected Columns panel and click the up or down arrows.

NOTE  Top-to-bottom order in the Selected Columns list becomes left-to-right order on the Search Results list.

  1. Click Save & Close.

NOTE  If the characters + # appear after the column name, then that column may have multiple items returned for some rows. If that occurs, the first item will appear in the row followed by + and the number of additional items returned. To display the list of additional items, hover over the item in the column.

Click the refresh icon to execute the search on the current table again, using the same search criteria to find new records that were added since you first performed the search.

Hover over the context menu and make a selection. On the Notes or To-Dos table of the Contact page, right-click an item to access the menu.

NOTE  Complete to-dos are considered notes and display the Notes context menu.

Menu Option Description
General
View To-Do Opens the View To-Do page. Refer to Viewing a to-do.
Edit To-Do Opens the Edit To-Do window to edit all fields. Refer to Adding and managing to-dos.

NOTE  This option is only available on the Dispatch Calendar if the dispatcher has CRM module access and the Autotask system setting that enables Edit To-Dos in Dispatch Calendar is turned on.
Complete To-Do (for Non-complete To-Dos only) Performs the following actions on the to-do: Assigns a complete date to the to-do; updates the status to Complete; and creates a complete to-do note on the CRM Notes and My Notes pages as well as in the Notes tab of the Organization, Contact, Sales Order, and Opportunity pages.

NOTE  When you select Complete To-Do, the action is executed immediately without confirmation. You cannot enter a completion note. If you would like to enter a note, use Edit To-Do.
Set Scheduled (for Complete To-Dos only) Changes the completed to-do to non-complete and removes the complete date and completed status. Changes appear in all to-do lists. Any CRM notes created when the to-do was completed, for example, in CRM detail views or CRM Note lists, is removed.
If you selected Set Scheduled from a CRM Notes table, the page will refresh and the note will be gone.
If you select Set Scheduled from a to-do list or the Ticket page under Service Calls and To-Dos, the to-do (note) is changed to non-complete and remains in the list.

NOTE  When you select Set Scheduled, the change takes place immediately without confirmation.
Delete To-Do

Opens a message to confirm the deletion ("Are you sure?"). Click OK to delete the to-do. Deletion cannot be undone.
View
Organization Opens the Organization page. Refer to The Organization page. This option is not available on the organization To-Dos tab.

NOTE  On the Dispatch Calendar, this option is available only if the dispatcher has the required CRM object permissions.
Opportunity Opens the opportunity associated with the to-do. This option is only available if the to-do is associated with an opportunity.

NOTE  On the Dispatch Calendar, this option is not available.
LiveLinks
LiveLinks Refer to LiveLinks for more information.
Menu Option Description
General
View Note Opens the View page of the Note. Refer to Viewing a note.
Edit Note / Edit To-Do (Note) (for completed To-Dos) Opens the Edit Note window . Refer to Adding or editing CRM (organization, contact, or opportunity) notes.
Set Scheduled Converts the note to a to-do and moves the item from the Notes tab to the To-Dos tab of the Organization, Contact, and Opportunity pages.
If you selected Set Scheduled on a Notes table, the page will be refreshed, and the note will be gone.
If you select Set Scheduled on the Ticket page under Service Calls and To-Dos, the note is converted to a to-do and remains on the list.

NOTE  When you select Set Scheduled, the change takes place immediately without confirmation.
Delete Note Opens a confirmation dialog ("Are you sure?"). Click OK to delete the note. Deletion cannot be undone.
View
Organization Opens the Organization page. Refer to The Organization page. This option is not available on the organization Notes tab.
Opportunity Opens the opportunity associated with the note. This option is only available if the note is associated with an opportunity.
LiveLinks
LiveLinks Displays LiveLinks available from this table. Refer to LiveLinks.

The bulk edit menu allows you to edit and delete multiple to-dos or CRM notes at one time. Refer to Edit multiple to-dos and notes.