Whenever a ticket is updated, content is required in the Comments field. Technicians can use the Comments field in a ticket to create private technician notes; technicians can make notes to themselves or to other technicians as they are resolving the ticket request.
A comment marked private is not viewable within the Client Portal and is viewable only to users with a Technician security role in the Ticketing application where the ticket is located.
In addition to checking the Make comments private (only visible to Tickets users) checkbox, the notification field should be cleared so the Requestor does not receive an email notification of the private comment. When the Make comments private check box is checked, a red alert box below the Notify field will remind you to clear the Notify field. If the "Make comments private..." box is checked but the notification field is NOT cleared, the Requestor will get an email notification of the comment, but will not be able to view the comment.
To make a comment private:
- Above the Comments field, check the Make comments private (only visible to Tickets users) box.
- Clear the Notify field by clicking the X on the name.
Check if a comment is private
When a private comment is submitted, the entry in the ticket’s feed will indicate that the comment was private by "(private)" next to the name of whomever left the comment. If a notification was sent, the name and email of the recipient will be shown.
If you are unable to complete the directions, please use the IT Help Desk Service Request form for additional assistance.
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