/add-note

description: Add an internal or external note to a ConnectWise PSA ticket
argument-hint: "<ticket_id> <text> [detail_description] [internal_analysis] [resolution] [flag]"
arguments: [ticket_id, text, detail_description, internal_analysis, resolution, flag]

Add Note to ConnectWise PSA Ticket

Add an internal or external note to a ConnectWise ticket.

Prerequisites

• Valid ConnectWise PSA API credentials configured
• User must have ticket note creation permissions
• Ticket must exist and be accessible

Steps

1. **Validate ticket exists**

   GET /service/tickets/{id}

• Confirm ticket is accessible
• Check if ticket is closed (warn if adding note to closed ticket)

2. **Determine note type and destination**

• If `detail_description`, `internal_analysis`, or `resolution` is true, update ticket fields
• Otherwise, create a service note

3. **For standard notes - Create the note**

   POST /service/tickets/{id}/notes
   Content-Type: application/json

   {
     "text": "<note_text>",
     "detailDescriptionFlag": false,
     "internalAnalysisFlag": <true if flag=internal or both>,
     "resolutionFlag": false,
     "customerUpdatedFlag": <true if flag=external or both>,
     "processNotifications": true
   }

4. **For ticket field updates - Patch the ticket**

   PATCH /service/tickets/{id}
   Content-Type: application/json

   [
     {"op": "replace", "path": "/detailDescription", "value": "<text>"},
     {"op": "replace", "path": "/internalAnalysis", "value": "<text>"},
     {"op": "replace", "path": "/resolution", "value": "<text>"}
   ]

5. **Confirm note was added**

• Return note ID and timestamp
• Show note visibility

Parameters

| Parameter | Type | Required | Default | Description | |-----------|------|----------|---------|-------------| | ticket_id | integer | Yes | - | ConnectWise ticket ID | | text | string | Yes | - | Note content (multi-line supported) | | detail_description | boolean | No | false | Add to detail description field | | internal_analysis | boolean | No | false | Add to internal analysis field | | resolution | boolean | No | false | Add to resolution field | | flag | string | No | internal | Visibility: internal, external, both |

Note Types Explained

Standard Notes (Default)

Created as service ticket notes, appear in the notes/activity stream.

Detail Description

Appends to the ticket's main description field. Use for expanding initial problem description.

Internal Analysis

Appends to the internal analysis field. Use for documenting troubleshooting steps and findings not shared with customer.

Resolution

Appends to the resolution field. Use for documenting how the issue was resolved.

Visibility Flags

| Flag | Internal Users | Customer Portal | Email Notifications | |------|----------------|-----------------|---------------------| | internal | Yes | No | No | | external | Yes | Yes | Yes (if configured) | | both | Yes | Yes | Yes (if configured) |

Examples

Basic Internal Note

/add-note 12345 "Contacted customer, issue reproduced on their end"

External Note (Customer-Visible)

/add-note 12345 "Applied KB12345 patch, monitoring for recurrence" --flag external

Note Visible to Both

/add-note 12345 "Issue resolved. Please let us know if you experience any further problems." --flag both

Add to Internal Analysis

/add-note 12345 "Root cause identified as DNS misconfiguration on primary DC" --internal_analysis true

Add to Resolution Field

/add-note 12345 "Corrected DNS settings on DC01 and flushed DNS cache on affected workstations" --resolution true

Add to Detail Description

/add-note 12345 "Additional info: Issue also affects mobile devices connecting via ActiveSync" --detail_description true

Multi-Line Note

/add-note 12345 "Troubleshooting steps performed:
1. Verified DNS resolution - FAILED
2. Checked mail flow rules - OK
3. Tested SMTP connectivity - OK
4. Reviewed DNS records on DC01 - Found stale A record

Root cause: Stale DNS record pointing to decommissioned server."

Output

Standard Note Added

Note Added to Ticket #12345

Note ID:     98765
Added:       2026-02-04 14:30:00
Added By:    Jane Technician
Visibility:  Internal Only

Content:
"Contacted customer, issue reproduced on their end"

Ticket: Email not working for multiple users
Company: Acme Corporation
Status: In Progress

External Note Added

Note Added to Ticket #12345

Note ID:     98766
Added:       2026-02-04 14:35:00
Added By:    Jane Technician
Visibility:  Customer Visible

Content:
"Applied KB12345 patch, monitoring for recurrence"

Note: Customer notification email will be sent based on your notification settings.

Ticket: Email not working for multiple users
Company: Acme Corporation

Field Update

Ticket #12345 Updated

Field Updated: Internal Analysis

Content Added:
"Root cause identified as DNS misconfiguration on primary DC"

Previous Content:
"Initial triage indicates mail server issue"

New Content:
"Initial triage indicates mail server issue

Root cause identified as DNS misconfiguration on primary DC"

API Authentication

# Base64 encode credentials: company+publicKey:privateKey
AUTH=$(echo -n "${CW_COMPANY}+${CW_PUBLIC_KEY}:${CW_PRIVATE_KEY}" | base64)

# Create internal note
curl -s -X POST \
  "https://${CW_HOST}/v4_6_release/apis/3.0/service/tickets/${TICKET_ID}/notes" \
  -H "Authorization: Basic ${AUTH}" \
  -H "clientId: ${CW_CLIENT_ID}" \
  -H "Content-Type: application/json" \
  -d '{
    "text": "Note content here",
    "internalAnalysisFlag": true,
    "processNotifications": true
  }'

# Create external note
curl -s -X POST \
  "https://${CW_HOST}/v4_6_release/apis/3.0/service/tickets/${TICKET_ID}/notes" \
  -H "Authorization: Basic ${AUTH}" \
  -H "clientId: ${CW_CLIENT_ID}" \
  -H "Content-Type: application/j