I am working on importing tickets into a new RT system from my previous system and looking at using the offline edits to have it import and resolve the ticket. The question I have is how to include 2 separate blocks of content in the history, like the original requestors content and then a separate block for the ticket comments. I could lump them into the same block, but if there is something in the agent comments that shouldn’t be, the original requestor will be able to see that information from the self service.
Any ideas on how to best accomplish this, or would I be better off just making this an archive with different details and only available to agents or higher?
Thanks for your help.