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Audience: MSP staff with Planner write or manage access. Company users should start with Read a Planner item; any editing access is granted by their MSP.

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Create an item from List View

  1. Open Planner Menu > List View and check the selected company scope.
  2. Choose Add Item. This opens an unsaved form; opening it does not create a record.
  3. Enter a meaningful title at the top. Select the title or its pencil if the title input is not open.
  4. Select Company when working in Global View. A normal Planner item needs a company.
  5. Review Due Date, Status, Type and Business Value. List View starts a new item with today’s due date, Not Started status and Medium Business Value. Check the available Type instead of assuming every portal has the same categories.
  6. Choose an Assignee if needed, and enter estimated effort and costs. See Plan costs and hours.
  7. Add a Description and public Notes. Put internal MSP information in Private Notes (Internal Only).
  8. Expand Custom Fields and complete required fields. Review visibility as described below.
  9. Choose Save, wait for the dialog to close successfully, then find and reopen the item to confirm the saved plan.
The timeline also offers Add Item, including inside a period. Review its proposed date before saving; the List View defaults above describe the List View entry point.

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Make work visible to Company users

The MSP editor includes Hide from company users at the bottom. It is checked for a new item opened through List View.
  • Checked: hide the item from Company users.
  • Unchecked: allow Company users with the necessary Planner access and company scope to see it after saving.

MSP control: checked hides the item from Company users. Save applies the change.

Changing the checkbox is an unsaved form change. Choose Save to apply it. Making an item visible does not grant module access, reveal Private Notes or give Company users permission to manage other portal users. Private Notes are visible to authorized MSP staff, not just the person who wrote them. Review public Notes before sharing the item with a company.

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Edit an existing item

Find the item in List View and select its title. Update the required fields and choose Save. Clicking away from the title input, or pressing Enter there, finishes editing the title but does not save the item. Use Status for Not Started, Pending Approval, In Progress, Completed, On Hold or Cancelled. Changing status is separate from changing Business Value or Probability of Success. These planning statuses do not replace the approval workflow in Quotes or Budgets. An item linked to a Tool Stack standard has a locked title. Manage the standard through its own workflow. Tool Stack-linked status changes can also update the linked standard’s deployment status; review the relationship before changing status. Changing Company can be restricted when the item has linked records or meeting relationships. Review those links before moving work to another company. Do not remove meaningful relationships solely to bypass an error.

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Close without saving

Use the dialog’s close control. If you changed form fields, Unsaved Changes asks whether to discard them:
  • Cancel returns to the editor and retains the unsaved form.
  • Discard Changes closes it without saving those form edits.
This applies to unsaved item fields. It does not undo actions that already completed separately, such as a file upload or a newly created external opportunity.

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Files and other separate actions

Save a new item before adding files. Reopen it and expand Uploads. With editing access, you can select or drop files, download existing files and delete a file using its trash control. File uploads and deletions run immediately; they do not wait for the Planner item’s Save. Deleting an uploaded file does not present the item’s unsaved-changes confirmation. Check the filename before using its trash control, wait for the operation to finish and verify the result in Uploads. Relationships > Add links existing supporting records. Relationships > Create, when available for a connected PSA, creates an external opportunity as a separate action. Closing the Planner editor does not undo a completed provider creation. Use the action only when you intend to create that opportunity; ordinary item editing does not require it. Applying a Planner template or adding a text template changes the form’s content. Review the resulting values before Save. AI-generated notes also need review, especially before putting internal information into public Notes. Use Link supporting records for picker and removal instructions, and Read and manage Planner files for attachments and permissions.

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Save problems

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FAQs

Open Planner Menu > List View and choose Add Item, or use Add Item on the timeline. Planner write or manage access is required.
No. Complete the form and choose Save. Opening the form alone does not create the item.
Select the company in Global View and review Due Date. List View defaults the date to today; a timeline period can propose another date.
A new List View item starts with Hide from company users checked. Uncheck it and Save when the item is ready to share; Company access and scope still apply.
No. It changes item visibility. Private Notes remain internal to authorized MSP staff.
No. It finishes title editing. Choose the item’s Save button to persist the form.
Close the dialog and choose Discard Changes. Cancel keeps the editor open with your unsaved form.
No. Attachment operations happen immediately and independently of the item’s Save button.
Save the new item first, then reopen it and expand Uploads.
Its title is managed by the linked standard and is locked here. Review the standard’s own workflow; linked status changes can also update its deployment status.
Check the existing item first. Some save paths persist the item before custom fields; reopen it and check the fields instead of assuming nothing was saved.

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Manage multiple items or past work

Use bulk actions in List View for shared field changes. Review archive, restore and deletion before removing work from the active list. MSP staff with Manage Planner and enabled AI can draft a Planner item with AI, review the proposal, and apply or discard it. Understand Planner types and budget categories. MSP staff can manage types and defaults or retire a type with reassignment.