Allow private comments on Service Desk issues
Problem to solve
In a Service Desk situation, it is sometimes desirable to discuss some matter privately within the support team and internal participants to an issue, without creating a separate issue, which is cumbersome because it breaks the flow and timeline of the support issue. Having a means of making public and private comments is extremely useful in those cases.
As a software developer, I would like to collaborate with the support team directly on a Service Desk issue, without providing visibility to the end-user.
As a security analyst, I would like to be able to offer security / vulnerability assessments within issues without worry of providing potentially sensitive information to the end-user.
As a support engineer, I need the ability to collaborate on Service Desk issues internally with the above personas to formulate an appropriate response to the end-user.
Add a checkbox under the comment box textarea to allow the user to mark the comment as
For MVC, if a comment is marked
Private, any and all replies will inherit this setting, with no option to mark it
Public. Hence, a
Private thread will always remain
All comments added via email reply will be considered
Public as they are now.
Designs available here (in the design tab).
- Update documentation to describe use of
- Ensure it is clear who has visibility to
Privatecomments (Service Desk users)
- Clarify that email responses will be