Anyway to make comments "internal"?

RT Users
1

Hi,

I have given my customer rights to see a queue and see comments: Config >
Queues > (select queue) > User Rights (then under the user you require,
select “see queue”, “ShowTicketComments”, and “see ticket”)

However, Is there any way I can make certain (not all!) comments internal?
So that my staff (NOT my customer) may only see them?

Thanks
View this message in context: http://old.nabble.com/Anyway-to-make-comments-"internal"--tp26211997p26211997.html

2

Hi John,
i don’t think that this is possible to only have internal comments. why not
do it in this way:

Communication Customer with internal only via replys
Internal communication only with comments

No rights to see and enter comments to customers!

We use it this way and it works nice!

torsten2009/11/5 John David Chapman johndchapman@hotmail.com

Hi,

I have given my customer rights to see a queue and see comments: Config >
Queues > (select queue) > User Rights (then under the user you require,
select “see queue”, “ShowTicketComments”, and “see ticket”)

However, Is there any way I can make certain (not all!) comments internal?
So that my staff (NOT my customer) may only see them?

Thanks

View this message in context:
http://old.nabble.com/Anyway-to-make-comments-"internal"--tp26211997p26211997.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

3

John David Chapman wrote:

Hi,

I have given my customer rights to see a queue and see comments: Config >
Queues > (select queue) > User Rights (then under the user you require,
select “see queue”, “ShowTicketComments”, and “see ticket”)

However, Is there any way I can make certain (not all!) comments internal?
So that my staff (NOT my customer) may only see them?

This is the purpose of Correspondence (Reply) vs. Comments.

Do not give the customer access to comments, only to correspondence.
Comments are then free for internal use while not exposed to the
customer. Communication with the customer is done with correspondence.

Kind Regards,

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England

4

Hi, thanks Torsten and Mike, good stuff.

I see that corrospondance not only sends an email to customer, but also
shows up in the gui. Perfect.

One question though - when I send a corrospondance (i.e comment with reply
to requester), it send the customer 2 identical emails.

Any ideas what could be causing this?

Thanks

John

John David Chapman wrote:

Hi,

I have given my customer rights to see a queue and see comments: Config >
Queues > (select queue) > User Rights (then under the user you require,
select “see queue”, “ShowTicketComments”, and “see ticket”)

However, Is there any way I can make certain (not all!) comments internal?
So that my staff (NOT my customer) may only see them?

Thanks

View this message in context: http://old.nabble.com/Anyway-to-make-comments-"internal"--tp26211997p26213646.html