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Sharing tickets - new option for public comments and not sharing status



Posted Nov 14, 2024

Hello,
There's only 2 options for comments and status permissions in the ticket sharing parameters :

- Make public & private comments; sync status;

- Make private comments; do not sync status.

 

I think that these options should be splitted :

- comments permissions : make public & private comments / only private comments

- status permissions : sync status / do not sync status

 

The “do not sync status” option may work like this :

- the open and pending status are opposite : for example, when A share a ticket to B, status “new” and “open” for A are equal to “pending” for B ;  “pending” for A is equal to “open” for B

- “finalised” and “closed” are equal

 

In our case, our partner is doing the 1st level support and when they share a ticket with us, they are waiting for our answer (so pending on their side but it is open on our side).

 

Thanks for reading

 

 


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Shawna James

Community Product Feedback Specialist

Hey Benoît,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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