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Audience: MSP staff with Manage Planner, when AI is enabled for the MSP. Company users work with the resulting items their MSP makes visible. Company administrator status does not automatically grant the Planner AI management workflow. For a read-only question about existing work, ask Planner AI about planned work. This guide covers drafting one new Planner item. Use the item editor for attachments, linked records and detailed cost rows.

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Describe the item

  1. Open Planner > List View and check the company scope.
  2. Open the Planner AI assistant using its floating assistant button.
  3. Choose Draft a new item to fill the message box, or write your own request. Review the example before sending; selecting the shortcut alone does not submit it.
  4. Give the company name, a clear title, description, due date, status, business value, estimated hours, cost and recurrence. Specify whether it should be visible to clients.
  5. Send the message. Enter sends; Shift+Enter starts another line.
For example: “Draft a backup review for Acme Corporation, due 15 October, with Low business value, two hours, no cost and hidden from clients. Leave it Not Started for review.” Replace the company and date with your intended target.

This shortcut fills the message box. Review the request before sending it.

Use company names rather than inventing identifiers. If the company is ambiguous, clarify which company you mean. Ask for whole hours in this AI workflow; use the normal item editor when you need fractional hours.

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Review the proposal

The assistant’s response and the Create proposal card are separate. A message saying an item is drafted does not mean it exists in Planner.
  1. Find the proposal under Pending proposals: review and Apply to commit.
  2. Expand its summary using the chevron if the card is collapsed.
  3. Scroll through the proposed fields. Check the exact company, title, description, status, due date, hours, amount, cost recurrence and client visibility.
  4. If the proposal is wrong, ask for a corrected draft or discard it. Review the latest card before proceeding.
A missing field is not proof that the assistant chose your intended value. Ask it to include important values explicitly, especially company, client visibility and the cost’s recurrence. The normal item editor offers more controls than the AI proposal.
Edit values (advanced) exposes the proposal’s JSON. This is optional. A malformed or invalid edit can prevent Apply; asking the assistant for a corrected draft is usually easier.

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Apply or discard

Choose Apply only after reviewing the new item. Wait for the request to finish, then find the item in List View and reopen it to confirm the saved values. A saved proposal can disappear from Pending proposals; the earlier assistant message can still describe it as a draft. Applying the proposal is the save action; it does not need a second Save inside the chat. Choose Discard to remove an unapplied proposal. Discarding a draft does not delete an existing Planner item. Closing the assistant or clearing its conversation is not a way to undo an already applied change. If a request fails or the result is unclear, search List View for the proposed title before trying again. Repeating a creation request can create another item; a draft card is not a universal duplicate check.

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Finish the item in Planner

After creation, use Create and edit Planner items to review visibility and additional fields, plan costs and hours for a detailed estimate, link supporting records, and manage files. Creating a Planner item does not itself create an external PSA opportunity, support ticket or project. Use the separate appropriate workflow for those records.

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Troubleshooting

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FAQs

MSP staff need Manage Planner and enabled AI. Company administrator status does not automatically grant this management workflow.
Open Planner, launch Planner AI and choose Draft a new item or write your request. Review the composer and send the message.
No. It fills the message box so you can review and change the example before sending.
No. Review the Create proposal and choose Apply. Confirm the saved item in List View.
Expand the proposal’s summary using its chevron and scroll through the review card to its controls.
Check company, title, description, status, dates, hours, amount, recurrence and client visibility. Ask for important missing values explicitly.
No. Edit values is an optional advanced control. You can ask for a corrected draft instead.
Use whole hours for AI proposals. Use the normal Planner item editor for fractional-hour estimates.
No. It removes an unapplied proposal. Use the separate Planner deletion workflow for an existing item.
No. An applied change is already saved. Reopen the Planner item to review or change it.
First search List View for the title and check the saved item. Repeating creation can produce another item.
That message describes the earlier drafting step. A successfully saved proposal can leave Pending proposals while the old message remains. Check the actual item in List View before repeating creation.
No. Those are separate workflows. The Planner draft creates a planning item when applied.