Allow Non-submitters to comment on a ticket
Would love to have the ability to allow non-submitters with a stakehold to be able to comment within a ticket. Currently only Submitters can make comments on a ticket, however if you have a ticket that might have 3 individuals that might have information to add to a ticket, it would be good to be able to allow them. This would be different then a CC List, as it is also beneficial for people to receive notification but not comment.
Please use the workaround described in comments
Please try the following and let us know if this does not satisfy your request:
If you want ALL users to access and update ANY ticket field on a certain queue, then we must make ALL users as owner to that queue.
If you want to keep the queue owners restricted, then CC List would be your next bet. CC List users CAN add comments and attachments to the ticket.
Keith Lujan commented
Please allow us to toggle on or off a feature like this depending on the ORG it is in.
James Richard commented
So it has been 3 years and is there an answer to this?
KACE User commented
I am using 6.4 and users in the CC List can update the Comment box and even add attachments; their view on all the other fields are read only. As opposed to the user/submitter and owner views that have access to the configured fields.
this would be really great, if We could do this, and if we also could allow our users to search all tickets but only be able to add comments that would be great as well.
We liked this feature in our last ticketing system. It shows as it would work but then nothing. Please enable this feature.
This is something i'm asked about all the time from our users
Mike DePasquale commented
We also would like to see this feature. We have a lot of departments that require more than one individual to update/comment on a ticket. We would like to be able to allow others to comment. Please add a way to allow additional users to comment on a ticket.
I would just like users in the ticket cc list to add a comment.