hide worknotes from standard ticket conversation

[Priyansh_98]

we are using CSM Standard Ticket Conversation widget for ticket conversation in the portal, we have a requirement where I have to hide work notes from the ticket conversation page, we just want additional comments to be displayed and work notes should be hidden from the portal side only not form the native UI side. how to achieve this...is this possible with any configuration?

[OlaN]

Hi,

This should be sort of the default setting.

OOB end users does not have access to the Work notes, so they will be hidden.

Only users that have a fulfiller role (itil or similar) have access and can view the Work notes in the portal page.

[Priyansh_98]

Hi @OlaN ,

thanks for your response.

can we hide these workmates in the portal side as well even for the fulfillers also?

is that possible?

[OlaN]

Yes you can, but I don't see the point in doing so.

And also, this will no longer be a thing to configure, it will be done through customization. Cloning the widget and creating a new one with these customizations.

What's the requirement behind such a use case?

[Priyansh_98]

hi @OlaN ,

we have one portal in that this conversation is configured for the fulfillment team, the time fulfillment team also create some request or ticket from the portal, and there we don't want to display the work notes to the requestor who created the ticket from the portal, there is some communication also happens in the background from the native UI side between the agents which we do not want to show to the end user. that we want to hide these work notes from the user. how can I do this with the customization?