How can I disable comments on tickets on one Catalog Item within a CSM portal?
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Tuesday
As an administrator, I do not want my customers to be able to send comments on an automated Catalog Item within a Customer Service Management portal.
When a customer uses an automated catalog item (i.e., an RPA bot), they should not be able to access the comments section, as this can reopen a ticket that was previously closed by an automated bot. Customers should still be able to comment on other catalog items.
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Tuesday - last edited Tuesday
Is there a way to tell if the catalog item was opened by a bot? Also why would a comment reopen a catalog item? That is not out of the box functionality that I have ever seen.
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Tuesday
Hello Brian,
I have seen the incidents re-open if the customer puts comments or replies in an email.
The customer opens a request to reset a password, the bot processes the request and sends updated password and closes the ticket. We have had customers reply in the Portal and the ticket gets updated and does not show resolved. Hence, we do not want our customers to comment on the ticket.
Thanks
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6 hours ago
I would look for a business rule that is causing comments to reopen an incident. That is not out of the box functionality that just reopens an incident just because there are comments. Also is there a way to tell if a bot opened the incident? For example does the opened by an account related to the box?
