Consolidate Internal Notes
complete
F
Frank Vitetta
Instead of getting x3 separate internal notes for each AI tool (auto-categorize, auto-prioritize, auto-summarize), can these be notated in a single Internal note? There's also more internal notes from the Magic Agent, but that can remain separate. I bring this up after the auto-summarize ran x3 times, having a single ticket already with x9 notes off the bat for a brand new ticket. A bit excessive.
Autopilot
Merged in a post:
Suppress Magic AI attribution notes on ticket while keeping automations
D
David McKee
We're running into significant ticket bloat from AutoTask ticket internal notes that get posted every time a Magic AI action fires. On a typical inbound ticket we're seeing 4-5 notes like:
"Auto categorize action - Thread's Magic AI set the Type to 'Reactive'. Thread's Magic AI set the Subtype to 'Computer'."
"Auto categorize action - Thread's Magic AI set the Ticket type to 'Service Request'."
"Auto generate title action - Thread's Magic AI set the Title to '…'"
"Auto prioritize action - Thread's Magic AI set the Priority to '1 Day Resolution'"
"Recap for this thread: …"
The field changes themselves are already captured in AutoTask's native activity/audit log, so these notes are purely redundant for us - they make the ticket history noisy and harder to scan for actual technician work. We still want all the underlying automations (Auto Prioritize, Auto Categorize, Generate Title, Recap) running; we just don't need each one to announce itself as an internal note. Or at the very least, wait until all edits are complete and create one dense, consolidated note.
I've checked the Assistive AI edit pages for all four features, the Autotask integration settings (Configuration / PSA Sync / Settings), Workspace settings, and the individual Magic actions inside Flows - I don't see a "silent" or "don't post internal note" option anywhere.
Is there a way to suppress these attribution notes that I'm missing? If not, could you add a workspace- or flow-level toggle? Keeping the Recap note would be fine — it's really the per-field "set the X to Y" notes that are the noise.
E
Erik Gallagher
Hi Amine Elkinani has this been completed? I still see it on my PSA, let me know if there is a setting I need to change.
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David McKee
Erik GallagherErik, did anyone follow up with you on this? My new request got consolidated here but I'm not seeing a note explaining any new button or feature.
A
Amine Elkinani
marked this post as
complete
Abe B
Yes please!!!!!
A
Amine Elkinani
marked this post as
in progress