Internal comments (for tecnician) inside tickets

Kaya84 · 2024-05-14 11:25:57

I search around in forum and documentation but nothing found.

Actually, we have a setup where when a ticket is open, a new comment added or closed, an email is sent to ticket creator (with all detalis, last comment included).

Sometimes - as tecnichian - we need to put internal comments to ticket.
Is there a way to make a comment and avoid that that comment will be sent or visibile to ticket creator (tipically a user) ?

Thanks

joseluis.teixeira · 2024-05-14 12:04:50

When you add a comment (Follow-up in GLPI), you can mark it private (meaning only admins/technicians will see it).

Kaya84 · 2024-05-23 09:23:21

Ok, but a private one will be sent throught mail notification.
I need to avodi that this comment will be visibile even in the mail from the end user.

cconard96 · 2024-05-23 10:59:24

Which version of GLPI are you using? If the user doesn't have permission to view private followups/tasks, those should be automatically excluded from the data for the notifications for that user.

Kaya84 · 2024-05-23 14:49:42

cconard96 wrote:

Which version of GLPI are you using? If the user doesn't have permission to view private followups/tasks, those should be automatically excluded from the data for the notifications for that user.

Latest version, but I found the trick.

The users who opened the ticket, where in the "technician group".
Technician has "view private followups/tasks" flagged on.

Thanks for the help, we can mark the topic as solved

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#1 2024-05-14 11:25:57

Internal comments (for tecnician) inside tickets

#2 2024-05-14 12:04:50

Re: Internal comments (for tecnician) inside tickets

#3 2024-05-23 09:23:21

Re: Internal comments (for tecnician) inside tickets

#4 2024-05-23 10:59:24

Re: Internal comments (for tecnician) inside tickets

#5 2024-05-23 14:49:42

Re: Internal comments (for tecnician) inside tickets

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