Can I force internal notes for a specific workflow?
RespondidaHi,
I would like to create a new workflow when an agent creates a new ticket from a predefined form (visible only for agents).
As the agent has to fill in the user's details - I would like to ensure no public comment is triggered along the ticket lifecycle.
I noticed this article, but unfortunately, it doesn't answer our need as it changes all tickets settings
Can I force internal notes only for a specific form?
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I would recommend using a macro with a list of actions including the form, comment privacy, etc. You will need to train your agents to use the macro instead of manually filling the form.
Further restrictions to the public comments by agents to those tickets can be enforced with a custom app.
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Hi David,
As Ahmed suggested (thanks for answering, Ahmed!) a macro will be the best way to accomplish this. The triggers that automate things in the ticketing system do not enable automated internal notes.
There is an existing feature request for this functionality that you can up vote and add your voice to, though I'll note it's not currently on the roadmap:
Feature request: Triggers - Action: Add Internal Note as Trigger Action
Por favor, entrar para comentar.
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