Hi,
What is the reason that you can only select "note-internal" in the
close ticket window and not "note-external"? Or is this a bug?
I understand you normally want to close a ticket with a reply, but
in some cases we do want to work only web-based and still leave a
note for the customer when closing the ticket. A workaround is to
first add a note and then close it, but that's not very elegant.
For me this is a minor issue, but I'm just curious...
Thanks,
--
-- Jos Vos
you can enable it in the variuos Frontend::Agent::Ticket::Viewxxx in SysConfig MV
On Fri, Nov 05, 2010 at 09:10:29PM +0100, Marco Vannini wrote:
you can enable it in the variuos Frontend::Agent::Ticket::Viewxxx in SysConfig
Works, thanks!
--
-- Jos Vos
Hi Jos, On Nov 5, 2010, at 21:06 , Jos Vos wrote:
What is the reason that you can only select "note-internal" in the close ticket window and not "note-external"? Or is this a bug?
This is a default privacy feature. If you use the web portal, it might be that you do not want your agents to accidentally write internal information in a note viewable per web interface by the customer. Just as an info to you. ///shawn
On Mon, Nov 08, 2010 at 09:27:32AM +0100, Shawn Beasley wrote:
This is a default privacy feature. If you use the web portal, it might be that you do not want your agents to accidentally write internal information in a note viewable per web interface by the customer. Just as an info to you.
Understoond (and luckily you can configure this), but when you select
"Note" you can already choose note-external, so there the same danger
exists, I think.
--
-- Jos Vos
participants (3)
-
Jos Vos -
Marco Vannini -
Shawn Beasley