Making Sidebar Conversations Private
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3 weeks ago
We're currently in the process of transitioning our itil users from UI16 to Next Experience. One of the notable features that this transition adds for users is the "Discuss" button for opening Sidebar chats linked to task records. A concern that recently came up related to this is that chats created via this button are technically visible to any itil user with access to that record by going to the record, opening the sidebar, selecting "This record", and changing "My discussions" to "Other discussions" or "All discussions".
What we would like to know is whether there is a property or some such we could enable to allow users to select whether the Sidebar chat they're creating should be visible to all users with fulfiller-level access to the record or only to those specific users they select.
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3 weeks ago
OOTB? No.
You may be able to do some customizing to accomplish this, but the whole feature is built for collaboration rather than just 1-to-1 discussions. There are multiple tables involved which makes that complicated as well.
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2 weeks ago
I learned something when reviewing release note documentation which I hope will be helpful to you. As far as OOTB properties, I still don't see anything specific to that. However, Yokohama did add the option to mark a Sidebar discussion as standalone / private. From what I'm reading, this would only be private as long as a record is not linked to the discussion. As far I can see, the option to make a conversation private is available using the Discuss button and when starting a discussion using the Sidebar menu in the top navigation section by the profile menu. Forcing certain behaviors, on the other hand, appears to be a customization if needed.
