we are relatively early in our servicenow implementation; we don't necessarily want the user/business community to see all the details or flaws of IT issues behind tickets from the resolution notes, but we also want to move towards leveraging ai (assisting future agents in solving issues quickly from past tickets; eventually feeding chatbot, enhancing employing selfservice, etc.); how can we keep the IT details away from the user but not inhibit our ability leverage the package's capabilities?
