Idea ID: 1627725

Ability to configure the behavior of 'Discussion' Tab

Status : Declined
over 3 years ago

BRIEFLY DESCRIBE YOUR IDEA

Ability to configure the behavior of 'Discussion' Tab

WHY IS THIS IMPORTANT? (WHEN USED, BY WHICH ROLE, FOR WHAT BENEFIT)

Reason is because a customer is asking to configure public visibilty by default for all the options. I know it can be do manually, but is one additional click for the agent. Agent usually forgot it and some conversations are missed

SEPARATE FROM *WHAT* THE IDEA IS ABOUT, DO YOU HAVE THOUGHTS ON *HOW* IS COULD BE DESIGNED?

Have it as an additional form where is possible to act with business rules

 

  • Thank you for your idea. At this time, your idea hasn’t received enough community support and doesn’t align with our priorities so we are closing this idea. But we may review this again in the future. Thank you for your support and continue posting & voting on ideas to help make our products better.

  • In order to accomodate requirements from my current customer, and also make this a more generic request, and hopefully more likely to fit into the long-term product road-map, I would suggest to reformulate the idea as follows:

    In the Discussions TAB, it should be possible, via business rules to:

    • control the the range of available values in the different drop-down fields: "From:", "To:" and "Purpose:", and what comment types (UI, Email, Phone, Fax, Instant Message) are available.
    • predefine a specific value in any of these drop-down fields.
    • predefine a certain visibility setting, (Public / Internal).

    Justification:

    • The standard list of values does not fit every customer. Some values are irrelevant in a certain context, will confuse users and result in erroneous input.
    • The current hard-coded behaviour that visibility switches to "Public" as soon as "User" is selected in either the "From:" or "To:" field is set to "User", but that it does not switch back to "Internal" when this is changed back to "Agent" is unacceptable. When a support agent adds multiple comments, some intended to be made visible to the user, and others intended for internal use only, this will inevitably lead to sensitive information being exposed to the user as the visibility switch will remain on "Public" once it has moved there automatically.

     

  • I had one of our users request the same recently. As long as there is the option to choose that default (perhaps even on a user by user basis), I think it could be useful.

  • We are also wanting the ability to be able to default comments made under the discussion tab to be Public instead of Internal.  We would like the ability to set this on a module by module basis.  Right now we only want Request tickets to do this.  Other tickets should default to Internal.

  • Below an accepted behavior

    The requirement is to have comments INTERNAL or PUBLIC. Because INTERNAL is the default and required default would be PUBLIC, when INTERNAL comments are added display a warning message before saving and give the option to correct INTERNAL to PUBLIC.

    SMA-X has Validation Rule but not the option to show a warning pop-up