Hi all
In our instance if I attach a KA to an incident I'm prompted to add comments that enter the Additional comments (customer visible) field.
This is expected behaviour as far as sending an article to the caller but is there a way so that if, for example a technician wanted to direct an article at a Service Desk analyst that it could instead trigger to add to the Work Notes field and therefore not notify the caller, but the Service Desk analyst instead. Although, I'm aware this is complicated by who the call is assigned to at the time.
Is there a way to restrict it to only show articles for end users, for example so no one can be sent an article they cannot read? Also, is there a way for analysts to share articles in a different way that can still be reported on?
Thanks
