Need to hide to the requestor the email reply comments posted by 3rd party agent

[SAI BHAGYALAKSH]

Hi All,

I have a requirement, as whatever captured under additional comments requestor will able to see, I need to hide the email reply comments posted by 3rd party agent which is captured in additional comments to the requestor.

 Anyone suggest me how I can do that.

Thanks.

[Ahmmed Ali]

Hello @SAI BHAGYALAKSH 

I would suggest to capture the third party agent reply in the work notes instead of the comments. The work notes are not visible to end users. It would not be recommended to mess with Journal field ACLs.

Thank you,

Ali

[SAI BHAGYALAKSH]

Hi Ali,

As the email reply comments are capturing in additional comments, if we capture 3rd party ones in work notes, what happening is it is capturing in work notes as well as additional comments.

I cant disable the email reply comments are capturing in additional comments, as it effects another thing 

please help me here.

Thank you.

[Ahmmed Ali]

Hello @SAI BHAGYALAKSH 

There should be one inbound action which is updating the email body to comments field. In that script, you can check if the the sender is 3rd party agent and then instead of comments, update the work notes. If not 3rd party agent, then update comments. This should keep existing functionality as well as your new use case.

Thank you,

Ali