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