How to display all close notes to end users ?

nehamendon · ‎05-05-2017

Hello,

My instance is configured in a way where Requesters without role are only able to see "close notes" field when the Incident is resolved.

Close notes contain information added by the consultant at the time of resolving the incident.

If a Requester reopens an Incident and the consultant resolves it for 2nd time, the new close notes added are visible in the field.

However, my requirement is to display to the requester all the close note comments that are added by the consultant each time the ticket is reopened and resolved.

oharel · ‎05-05-2017

Hi Neha,

If I am not mistaken, the field is string type, not journal.

I'd suggest copying to additional comments or internal work notes and send that to the customer, but then you'd get a whole bunch of comments, not necessarily directly related to resolving or re-opening the ticket.

So if I had to do what you request, I would probable create a journal field, visible or not to the customer, and copy into it the close notes every time the close notes field changes and send that to the customer. Then add a reference to it in the outgoing email. Naturally, since it will only contain the information you need, it will always be relevant to the customer.

Let me know if you need more assistance.

harel

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Alikutty A · ‎05-05-2017

Just a caution on performance about reading data from audit table.

Thanks

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