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How do you prevent sending the comments marked as private out to a user when a ticket is completed?

HerculeonHerculeon Member IT Monkey ✭

Not sure how to prevent end users from seeing the private comments

Answers

  • CaterhamITSupportCaterhamITSupport Member IT Monkey ✭
    edited May 27

    How are you setting up the notifications? You can alter notifications to only send to various audiences when comments are added. I'd suggest only sending private comments to technicians. We are not using notify analyst.

  • HerculeonHerculeon Member IT Monkey ✭

    I am using notify analyst but that is only sending to the technicians. When a ticket is completed, it goes through the workflow called service request event workflow and then an update within that called "Service Request has been Completed - Sent to End Users". That monitors criteria of changed from with its groups of status to changed to when status changes to completed. This then sends out and email template called "service ticket completed". The template is in html. here is the entire html of the body (yes, I was lazy and configured the html in word):

    <html>


    <head>

    <meta http-equiv=Content-Type content="text/html; charset=windows-1252">

    <meta name=Generator content="Microsoft Word 15 (filtered)">

    <style>

    <!--

     /* Font Definitions */

     @font-face

     {font-family:"Cambria Math";

     panose-1:2 4 5 3 5 4 6 3 2 4;}

    @font-face

     {font-family:Calibri;

     panose-1:2 15 5 2 2 2 4 3 2 4;}

    @font-face

     {font-family:"Segoe UI";

     panose-1:2 11 5 2 4 2 4 2 2 3;}

     /* Style Definitions */

     p.MsoNormal, li.MsoNormal, div.MsoNormal

     {margin-top:0in;

     margin-right:0in;

     margin-bottom:8.0pt;

     margin-left:0in;

     line-height:107%;

     font-size:11.0pt;

     font-family:"Calibri",sans-serif;}

    .MsoChpDefault

     {font-family:"Calibri",sans-serif;}

    .MsoPapDefault

     {margin-bottom:8.0pt;

     line-height:107%;}

     /* Page Definitions */

     @page WordSection1

     {size:8.5in 11.0in;

     margin:1.0in 1.0in 1.0in 1.0in;}

    div.WordSection1

     {page:WordSection1;}

    -->

    </style>


    </head>


    <body lang=EN-US>


    <div class=WordSection1>


    <p class=MsoNormal align=center style='text-align:center'>&nbsp;</p>


    <table class=MsoTableGrid border=1 cellspacing=0 cellpadding=0

     style='border-collapse:collapse;border:none'>

     <tr>

     <td width=623 colspan=2 valign=top style='width:467.5pt;border:solid windowtext 1.0pt;

     padding:0in 5.4pt 0in 5.4pt'>

     <p class=MsoNormal align=center style='margin-bottom:0in;margin-bottom:.0001pt;

     text-align:center;line-height:normal'><span style='font-size:10.0pt;

     font-family:"Segoe UI",sans-serif;color:#444444'><img width=200 height=52

     id="Picture 3"

      src="https://cityofocala.sharepoint.com/sites/CMO/BrandManagementAssets/Logos/Ocala_Logo_Standard_sm.png"

      alt="https://cityofocala.sharepoint.com/sites/CMO/BrandManagementAssets/Logos/Ocala_Logo_Standard_sm.png"></span></p>

     </td>

     </tr>

     <tr>

     <td width=623 colspan=2 valign=top style='width:467.5pt;border:solid windowtext 1.0pt;

     border-top:none;background:#ADCB59;padding:0in 5.4pt 0in 5.4pt'>

     <p class=MsoNormal align=center style='margin-bottom:0in;margin-bottom:.0001pt;

     text-align:center;line-height:normal'><span style='color:white'>City of Ocala

     Service Desk</span></p>

     </td>

     </tr>

     <tr>

     <td width=312 valign=top style='width:233.75pt;border-top:none;border-left:

     solid windowtext 1.0pt;border-bottom:solid windowtext 1.0pt;border-right:

     none;background:#52BDEC;padding:0in 5.4pt 0in 5.4pt'>

     <p class=MsoNormal style='margin-bottom:0in;margin-bottom:.0001pt;line-height:

     normal'><span style='color:white'>Service Ticket</span></p>

     </td>

     <td width=312 valign=top style='width:233.75pt;border-top:none;border-left:

     none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;

     background:#52BDEC;padding:0in 5.4pt 0in 5.4pt'>

     <p class=MsoNormal align=center style='margin-bottom:0in;margin-bottom:.0001pt;

     text-align:center;line-height:normal'>&nbsp;</p>

     </td>

     </tr>

     <tr>

     <td width=312 valign=top style='width:233.75pt;border-top:none;border-left:

     solid windowtext 1.0pt;border-bottom:solid windowtext 1.0pt;border-right:

     none;background:#52BDEC;padding:0in 5.4pt 0in 5.4pt'>

     <p class=MsoNormal style='margin-bottom:0in;margin-bottom:.0001pt;line-height:

     normal'>Confirmation Number: <b>$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$</b></p>

     </td>

     <td width=312 valign=top style='width:233.75pt;border-top:none;border-left:

     none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;

     background:#52BDEC;padding:0in 5.4pt 0in 5.4pt'>

     <p class=MsoNormal align=center style='margin-bottom:0in;margin-bottom:.0001pt;

     text-align:center;line-height:normal'>&nbsp;</p>

     </td>

     </tr>

    </table>

    <p class=MsoNormal><font size="4"><b>This is a notification of the completion of your Service Ticket request</font></b></p>

    <br>

    <br>

    <p class=MsoNormal><font size="4"><b><u>Analyst's Final Comment:</u></b></font></p>

    <p class=MsoNormal>$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemHasCommentLog' TypeConstraint='CustomSystem_WorkItem_Library!System.WorkItem.CommentLog']/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem.CommentLog']/Comment$</p>

    <br>

    <br>

    <p class=MsoNormal><font size="4"><b><u>Analyst's Final Notes:</u></b></font></p>

    <p class=MsoNormal>$Context/Property[Type='CustomSystem_WorkItem_ServiceRequest_Library!System.WorkItem.ServiceRequest']/Notes$</p>

    <br>

    <br>

    <table style="width: 640px; height: 214px;" border="1" cellspacing="0" cellpadding="1">

    <tbody>

    <tr style="background-color: #FFFFFF;">

    <td style="width: 101.41px;"><strong>Service Ticket Number:</strong></td>

    <td style="width: 449.58px;"><strong>$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$</strong></td>

    </tr>

    <tr style="background-color: #FFFFFF;">

    <td style="width: 101.41px;"><strong>Service Ticket Completed:</strong></td>

    <td style="width: 449.58px;"><strong>$Context/Property[Type='CustomSystem_WorkItem_ServiceRequest_Library!System.WorkItem.ServiceRequest']/CompletedDate$</strong></td>

    </tr>

    <tr style="background-color: #FFFFFF;">

    <td style="width: 101.41px;"><strong>Service Ticket Title:</strong></td>

    <td style="width: 449.58px;"><strong>$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Title$</strong></td>

    </tr>

    <tr style="background-color: #FFFFFF;">

    <td style="width: 101.41px;"><strong>Priority:</strong></td>

    <td style="width: 449.58px;"><strong>$Context/Property[Type='CustomSystem_WorkItem_ServiceRequest_Library!System.WorkItem.ServiceRequest']/Priority$</strong></td>

    </tr>

    <tr style="background-color: #FFFFFF;">

    <td style="width: 101.41px;"><strong>Urgency:</strong></td>

    <td style="width: 449.58px;"><strong>$Context/Property[Type='CustomSystem_WorkItem_ServiceRequest_Library!System.WorkItem.ServiceRequest']/Urgency$</strong></td>

    </tr>

    <tr style="background-color: #FFFFFF;">

    <td style="width: 101.41px;"><strong>Affected User:</strong></td>

    <td style="width: 449.58px;"> <strong>$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemAffectedUser' TypeConstraint='CustomSystem_Library!System.Domain.User']/Property[Type='CustomSystem_Library!System.Domain.User']/[email protected]</strong>

    </tr>

    <p class=MsoNormal>Service Ticket Description:</p><br /><pre>$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Description$</pre>

    <br>

    <br>

    <br>

    <p class=MsoNormal>If you should have further issues, please create a new service request.</p>

    <br>

    <br>

    <h1 style="font-family:Verdana;">

    <p style="color:orange;"><b><font size="5">Please let us know how we did by completing this survey:</font></b></p>

    <p style="color:green;"><b><font size="5"><a href="https://form.jotform.com/51486217378968">How did we do?</a></font></b></p>

    </h1>

    </div>

    </body>

    </html>

  • CaterhamITSupportCaterhamITSupport Member IT Monkey ✭
    edited May 27

    In our environment just created separate rules, one to technician when comment add by requester and vice versa. When a private comment is added it only sends to technician. Do you know what the actually doing it, as out of the box it shouldn't do it? I don't know if Notify analyst is causing the issues? You could disable notify analyst rule for comments item and do it with separate rules maybe?

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