Owners Only as Default Comment Setting
In the Help Desk section, there should be a configuration setting that defaults Owner comments to be Owner Only by default instead of unflagged. With our department, at least, a lot of cross-tech discussion goes into tickets with what they've tried and what's worked/not worked, that ends up going to the end user in an unstructured format, rather than the formal responses they get as part of our SLA. By defaulting comments at Owners Only, the user will only get what we want them to see.
This has been added as a configuration option in our upcoming 6.3 release.
I don't feel this has been completed.
We're unable to set this for comments submitted via email.
Preferably we would be able to do this as a default separately for Owners, submitter, and anybody else with an update via email. For our organization we would turn on Owners only default on email from the owner via email, but not for the submitter(or the submitter's supervisor).
James, thank you very much for that update. I'm actually going to go do that now because I have no doubt our help desk folks have been a little too truthful in their "comments" as to the technical ability of some of our users.
What Shelly said matches my organization as well. Shelly, I called Kace about marking all past ticket's comments as owners, it is possible, here is there response.
Thank you for contacting Dell Kace support regarding ticket XXXXXX. First, the owners only as a default request has been started and is scheduled for a future release per http://kace.uservoice.com/forums/82699-k1000/suggestions/1762395-owners-only-as-default-comment-setting but we do not have a specific version or time frame available. I have checked with our professional service group and found out that it should be fairly easy for you to set all past comments as owners only. You will want to create a ticket rule by doing the following:
WARNING: Always review http://www.kace.com/support/resources/kb/article/~/link.aspx?_id=5FD56C738CB44D0883CF37696624C1DC&_z=z before writing any rules
1. Go to Service Desk › Configuration › Queue Detail
2. Choose Action > New (SQL)
3. Name: <Whatever you want>
4. Select SQL: SELECT ONE
5. Update SQL (make sure there are no spaces at the beginning or end of any of these lines):
SET OWNERS_ONLY = 1
6. Click "Run Now" button at the bottom.
7. To avoid this accidentally running in the future, we advise deleting the rule when once verified.
Normally, creating or modifying a report, script or ticket rule is considered "custom" and it is not a KACE support feature. If you have any problems with this rule, we will need to get you in touch with our professional service team.
Enterprise Product Engineer, KACE
Dell | Enterprise Support Services
One of the reasons we haven't allowed users to enter their own tickets is because of this setting. Manager does not want users seeing our comments at all (unless we want them to) and having to remember to check the box each time you want to hide a comment is almost impossible to do.
We also need a way to be able to globally apply owners and hide the comments on all past tickets as well as new ones.
Perhaps there should be something inside each ticket that resembles Facebook's privacy settings for profile posts, allowing you access to modify who has access to what.
The reason being, perhaps at some point on a ticket by ticket basis you want to decide whether or not the CC has access to certain fields or comments.
In some tickets we also have outside vendors resolving the issues, so they need more access than users, but normally less than the administrators.
Please, provide an option to apply owners only to all past tickets.
Andrew Burchell commented
This seems like a no brainer. Happy to use 3 of my 10 free votes, to support this. Comments down this thread as long ago as August 2011 support this.
Kurtis Cochrane commented
What you could do is use a CUSTOM_FIELD3 and set the value to TEXT, and set it for OWNER ONLY and just rename it "OWNER COMMENTS"
That is essentially what you would like, right?
Anthony Mazzara commented
This would be a very welcome addition.
Dan Gabrielsen commented
I agree that by default, users should not see all comments, only those marked to shared with user.
Douglas McCrea commented
We see this as an essential part of any Helpdesk system. You should really be given a choice that you could either turn this on or turn this off as a default. Most Helpdesk systems are the way Daniel explained. Users do not need to see technical chatter by default.
Definately, default all comments to owners only. There should be an option of informing the submitter. Let the tech choose to include the submitter in the discussion if need be. Many times we have discussion inside the ticke that the submitter does not need to be involved in. I would like to choose when to email the submitter. By default, owners only.
I agree the default should be owners only. We have 90+ service desk techs at numerous global locations so trying to get everyone on the same page is not a possibility.
There should be a separate place in the tickets for internal and external comments. The idea of having a check box that could accidentally get turned off or someone forgets to check the box so the information goes to the client is ridiculous. We have the same thing we put technical info into our tickets, we put IP addresses etc. and you don't want that going to your client. I recently spoke with a support technician and was told that we just need to train our techs to be professional. It has nothing to do with being professional it has to do with you want to keep a paper trail and be able to use the ticket as a communication tool not only external to the client but also internal between techs. The email incident at the top of the ticket instead of using the hidden Kbox email it uses the technicians personal outlook account; so once our clients get hold of that email address they no longer open tickets or call the Help Desk they email the technicians directly. Our clients were upset that in our old ticketing system we didn't update them on certain items and with Kace we thought we had that ability and have been telling clients this but since it all is hinged on a check box we are not able to use this feature. Very disappointed in how this is configured and also disappointed that the resolution was train your technicians to be more professional.