Overview
A saved Note, a Note Type and a Note Template are different items. When something is missing, establish whether you are trying to find an existing Note, choose a template for a new one or see an updated title.
Use the affected Location and User when comparing the Backend with RideOps. The available records and templates depend on that context.
At a glance |
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Who can do this | Super Users or Notes › View with Location membership; template changes require Organization › Administrate. |
Where | Notes or Configuration › RideOps › Note Templates |
Works on | Backend (web) |
Availability | All organizations |
💡 Why this matters: Separating record visibility from template setup helps you correct the actual problem without recreating Notes or broadening team access unnecessarily.
Find an existing Note
1. Check the active organization and filters
Open Notes and clear search, Location, creator, type and date filters. If Unhandled is enabled, the list is restricted to Notes meeting that condition. Use Include deleted only when investigating whether the Note was deleted.
2. Check Location membership
A regular User’s Note list is restricted by Location membership. Locations › View and Notes › View do not automatically make the User a member of every Location.
Check direct Location membership or the appropriate User Group/Location Group route. You can use direct membership when it fits the access model rather than placing the person in an unrelated team. See giving Users Location access.
3. Check the Notes menu
If the menu itself is missing, confirm there is an active Note Type and the User has the relevant Notes access. Use creating and managing Notes for the ordinary workflow.
Find the intended template
Open Configuration › RideOps › Note Templates with the required organization-configuration access. Check that the template exists, is not deleted and uses the intended Note Type.
Review Limit to. A template restricted to particular Locations or Location Groups will not be offered everywhere. In RideOps, compare the tablet’s actual Location with those targets, including group membership.
The Note Type defines behavior such as requiring approval or triggering an Assignment. The template supplies reusable content and a type selection. See Note Types and Note Templates.
Check a changed title
Compare the template’s Name with its Title. The template name identifies the template; the title is content for the Note. Confirm the intended title was saved, then test it by starting a new Note from that template.
Changing a template does not rewrite Notes that were already created from it. Inspect an existing Note’s own title and description separately. If the new title is absent from a fresh Note, record whether the saved template is correct in the Backend and which RideOps version is in use.
ℹ️ Note: Do not recreate the same operational Note just to test a template change. Start a test draft in an appropriate test context and compare the populated fields.
Check handover timing separately
A handover Note may be absent from an active RideOps handover view outside its configured active interval. Approval and operator acknowledgement are also separate actions. Use handover Notes for the schedule and acknowledgement behavior.
If the issue remains, send Support the Note or template link, Location, affected User, selected filters and the surface where it is missing. For a title problem, include the expected title and whether the Note was created before or after the template change.
Best practices
Check Location membership before adding unrelated User Group memberships.
Use distinct template names and deliberate default titles.
Test a template change on a new draft, while preserving existing Notes.
Frequently asked questions
Why can a User with View Locations and View Notes still not see every Note?
Those permissions do not supply Location membership. Check direct or inherited membership for the Note’s Location. See Location access.
Why are my Note Template titles not appearing in RideOps or the Backend?
Check the template’s saved Title separately from its Name, then test a new Note from that template. Existing Notes keep their own fields. If a fresh Note still has the wrong title, send Support the template, Location and app version.
What is the difference between a Note Type and a Note Template?
A Note Type determines behavior such as approval or an Assignment trigger. A Note Template supplies reusable content and a selected type. See Note Types and Note Templates.