Create ConnectWise Ticket Note (API)
The Create ConnectWise Ticket Note action adds one note to an existing ConnectWise Manage service ticket.
When to Use This Action
Use this action when you already know the ticket ID and want to add an email, alert, form submission, or earlier action result. Use Update ConnectWise Ticket when the automation must first locate a ticket or also change its status.
How It Works
The action adds exactly one note to the ticket you choose, with the visibility options you check. Before it contacts ConnectWise, it confirms that Ticket ID is a positive number and that Note Text is not blank, so a missing value from an earlier step stops the action with an error instead of creating an empty note. When ConnectWise accepts the note, the action returns the created note.
Configuration
| Field | Description |
|---|---|
| ConnectWise Connection | Select the connection to use, or leave it blank to use the default. |
| Ticket ID | Keep the field locked to search ConnectWise tickets by ID or summary. Unlock it to enter a positive numeric ticket ID or text expression. |
| Note Text | Enter nonblank plain text. Supports text expressions. |
| Detail Description | Add the note to the ticket detail description. |
| Internal Analysis | Add the note to internal analysis. |
| External | Make the note externally visible. |
| Error Handling | Choose what happens if ConnectWise rejects the request. |
Returned Variables
When you configure Store the results in Variable, the created note includes:
| Property | Type | Description |
|---|---|---|
id | number | Created note ID |
ticketId | number | Ticket ID |
text | string | Note text |
detailDescriptionFlag | boolean | Detail description selection |
internalAnalysisFlag | boolean | Internal analysis selection |
externalFlag | boolean | External visibility selection |
member | object | ConnectWise member details |
dateCreated | string | Creation timestamp |
FAQs
Can Note Text contain a text expression?
Yes. After the expression becomes its actual value, the note text must contain at least one non-whitespace character. For example, if {{custom.alert.message}} is empty, the action stops with an error and does not add a note. If the value can be empty, add a fallback, such as {{#if custom.alert.message}}{{custom.alert.message}}{{else}}Alert received with no message{{/if}}.
How do I find a ticket ID?
Use Query ConnectWise Tickets, or use the ID returned by Create ConnectWise Ticket.