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A client contacted me today to ask me why they could not see my comment in the feed of the ticket they requested. I tested it. Indeed, the client requestor can only see the comments they make and no other comments in the feed section of their tickets. Why is that? Do I have something set up wrong?

Tags itsm private-comment
Asked by Dawn McIntosh on Wed 9/10/14 5:28 PM
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Answer (1)

Matt Sayers Wed 9/10/14 5:28 PM

If a comment in the feed is marked as private, any user that does not have the tickets application will not be able to see that comment or any resulting replies. You can easily change feed comments to private and public by clicking the down arrows that appear when you hover over the comment.

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