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Open a Planner item to see its schedule, estimates, notes, linked records and files. This guide is for company users and MSP staff.

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Before you start

  • You need Planner read access. Your MSP controls which items company users can see.
  • Reading an item never changes it. Closing the dialog without Save keeps everything as it was.
  • Editing needs Write Planner or Manage Planner. See Create and edit Planner items.

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Open an item

1

Find the item

On the timeline, click the card’s title. In List View, open Planner Menu > List View and click the item’s title.
2

Read the left side

The left side holds the schedule and estimates, then Relationships and Custom Fields.
3

Read the right side

The right side holds Description, Notes and, for MSP staff, Private Notes (Internal Only). Below them is the Uploads section for a saved item.
4

Scroll for more

Everything is in one dialog. Scroll inside it. There are no separate tabs.
5

Close the dialog

Click the close button when you are done.

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Read the plan

These are planning estimates. Pending Approval is a Planner status. It does not mean a quote, budget or purchase was approved. Completed describes the Planner item. It does not mean every linked ticket or project is closed. See Plan costs and hours and Read and export Planner Analytics.

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Read the description and notes

  • Description summarizes the initiative.
  • Notes holds the shared explanation. Company users who can see the item can read it.
  • Private Notes (Internal Only) is for MSP staff. Any MSP staff member with access can read it, not only its author. Company users never see this section.
Reading access does not allow editing. Fields can be turned off and Save can be unavailable. Ask your MSP if you need a correction.

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Read the relationships

1

Scroll to Relationships

Relationships lists the records that support the plan. They can include goals, compliance findings, Secure Score findings, devices, projects, opportunities and tickets.
2

Open a record

Click a record name to open it. Some links open an MSPortal page and others open the connected provider.
Access to a Planner item does not give you access to the linked module or provider account. Linking a finding records a relationship. It does not fix the finding, finish a project or approve an opportunity. See Open records linked to Planner work.

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Read custom fields and files

1

Open Custom Fields

Click Custom Fields to expand it. The fields your MSP configured appear, and the item’s Type can change which ones show.
2

Open Uploads

For a saved item, click Uploads to expand it. You see each file name with a Download control. A paperclip next to the title, when present, jumps to this section.
Read-only users do not get upload or delete controls. See Read and manage Planner files.

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Troubleshooting

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Frequently asked questions

Yes. Public Notes are part of an accessible item. Private Notes are for MSP staff only.
No. All MSP staff with access to the item can read them. Company users cannot.
No. It is the Planner item’s status. Check the quote or budget for its own approval.
No. Open the linked records and check their own statuses.
No. They estimate the effort for the planned work.
Open the saved item, expand Uploads and click Download beside the file name.
No. Templates are an MSP catalog. Company users see only the items created from them.
MSP staff can apply a template to many companies at once. Each company gets its own item. You see only items your MSP shares with you.