Skip to main content
Add a Planner item, fill in its plan, decide whether company users can see it, and save it. This guide is for MSP staff. Company users start with Read a Planner item.

​
Before you start

  • You need Write Planner or Manage Planner.
  • Pick the company in the company selector first, or choose the company inside the item when you are in Global View.
  • If you want to reuse a template, create it first. See Create and manage Planner templates.

​
Create an item

1

Click Add Item

In List View, click Add Item in the page header. On the timeline, click Add Item in the toolbar, or inside a period column to start with that period’s first day as the due date. Opening the form does not create a record.
2

Name the item

Click the title or the pencil beside it and type a clear title.
3

Choose the company

In Global View, pick the Company. Every item needs a company.
4

Set the schedule and classification

Set Due Date, Status, Type and Business Value. A new item starts with today’s due date (or the period’s first day), Not Started and Medium. Type starts with your MSP’s default type, so check it.
5

Assign an owner (optional)

Choose an Assignee. Members of the company’s team are listed first, then the rest of your staff.
6

Enter estimates

Fill in Est. Hours, the Qty and Costs rows and Probability of Success. See Plan costs and hours.
7

Write the description and notes

Add a Description and Notes. Put MSP-only information in Private Notes (Internal Only).
8

Complete custom fields

Click Custom Fields to expand it and fill in any required fields.
9

Decide who can see it

At the bottom of the dialog, clear Hide from company users if company users should see the item. See the next section.
10

Click Save

Wait for the dialog to close, then find the item and reopen it to confirm the saved plan.

​
Make work visible to company users

The Hide from company users checkbox sits at the bottom of the dialog for MSP staff.
  • Checked hides the item from company users. New items start checked.
  • Unchecked lets company users with Planner access and company scope see the item after you save.
Checked Hide from company users checkbox in the MSP Planner editor.

Checked hides the item from company users. Save applies the change.

The checkbox changes the form until you click Save. Making an item visible does not reveal Private Notes. All MSP staff with access can read Private Notes, not only their author, so review the public Notes before you share an item. On the timeline, hidden items show a small crossed-eye icon.

​
Mention a teammate in notes

1

Type @

In Notes or Private Notes (Internal Only), type @.
2

Pick a person

Choose the staff member from the list.
3

Click Save

New mentions notify the person after you save. The notification opens the item. Only MSP staff can send mentions.

​
Add notes with a template or AI

  • Click Add Template above Notes or Private Notes to insert a saved text template.
  • Click AI Draft above Notes to turn your Private Notes into client-facing text. AI Draft appears when AI is on for your MSP, and it is available only after you type something in Private Notes. The result is added to the end of Notes. Read and edit it before you save.

​
Edit an item

1

Open the item

Click the item’s title in List View or on the timeline.
2

Change the fields

Update what you need. Click the title or its pencil to rename the item. Pressing Enter in the title box finishes the rename but does not save the item.
3

Click Save

Wait for the dialog to close.
Changing Status is separate from changing Business Value or Probability of Success. Planner statuses do not replace the approval steps in Quotes or Budgets. An item created from Standards shows a Standards badge and has a locked title. Change the standard itself instead. See Understand Standards work in Planner. To move an item to another company, remove its linked records first. Planner blocks the change while linked records exist.

​
Close without saving

1

Close the dialog

Click the close button.
2

Choose what to do with your changes

If you changed anything, Planner asks “Discard your unsaved changes to” followed by the item title. Choose Keep editing to return to the form, or Discard to close without saving.
This covers unsaved fields only. It does not undo a file upload or a new PSA opportunity you already created.

​
Troubleshooting

​
Frequently asked questions

Click Add Item in List View or on the timeline. You need Write Planner or Manage Planner.
No. The item exists only after you click Save.
New items start with Hide from company users checked. Clear it and click Save when the item is ready to share.
No. Private Notes stay MSP-only.
Close the dialog and choose Discard. Keep editing returns to the form.
No. File changes happen immediately and separately from Save.
Standards items have a locked title, and read-only users cannot rename items.