How to check if a comment is private

How to tell the difference between a default comment and technician note (private comment) in the ticket feed.

Audience: Staff, Technicians

Responsible Group: TeamDynamix Admins

Overview

A comment marked "private", such as a technician note, is a comment that is not viewable within the Client Portal.  This makes the comment viewable only to users with a Technician security role in the Ticketing application where the ticket is located.

Note: This is only one of two settings needed to create a technician note. The other setting is "Notify".

When a private comment (technician note) is created, the ticket feed will also show these changes. Here is how to tell the difference in a comment feed.

Directions

This is how to identify a private comment (technician note) compared to a default comment.

1. The default setting will have:
   1. the comment added
   2. the "Notified" line shows who was sent a notification
   3. (not shown in the screenshot) the "(private)" note will not be added. 
2. The technician note (private comment) will have:
   1. the comment added
   2. (not shown in the screenshot)no "Notified" line, and
   3. "(private)" note will be added next to the Technician's name.

Troubleshooting

If you are unable to complete the directions, please use the IT Help Desk Service Request form for additional assistance.

If this article needs to be updated, please leave feedback on this article and it will notify the owner of the article.

Related services or knowledge base

• Knowledge Base: How to make comments private
• Knowledge Base: How to update a ticket (coming soon)