Im not sure how to get rid of the comments section in yellow at the bottom of the ticket.  Any help would be appreciated

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Comments can not be delete from a ticket. That would be against every service desk best practice that exists. Audit trails and conversation history have to remain intact or tickets never get resolved.

There is a queue option to allow ticket deletion that would let you delete the entire ticket if it contained information you need to remove. It is however, an ITIL practice to leave this disabled. Most of us turn it on only when we need to and then back to disabled when we're finished for safety purposes.

Answered 09/17/2013 by: cblake
Red Belt

  • i disagree with you entirely, there is no reason to have a comment section on most help desk tickets. There is a resolution section that should have all relevant information for the ticket. I would like the ability to remove it from certain queues if i wanted to. It seems to confuse the end users by including it
    • I understand; this is not currently available in the UI. Professional services may be able to accomplish this for a fee, as it would be customization. You can certainly request features like this be added to the appliances at kace.uservoice.com.
  • Thanks, hopefully this becomes an option in a future release
    • It sounds like you should be using the OWNERS ONLY checkbox then, for the comments.

      That way the IT guys can communicate within the ticket and users can see it.

      Check the box and write it up, then fill in the resolution at the end.
  • thanks, i just dont want the users to see it when they initially open up a ticket. This shows up before there is an owner of a ticket.
    • ohhhh okay I re-read this a couple times and you don't want that initial comment box when the ticket is to be submitted.

      odd?

      So you want a title, category, and that's it basically? How would the user supply more information or narrow down the problem without the opportunity to describe the issue? (or am i to assume that users explaining their problems just cause more confusion, as I do experience that :P) But it seems like, as a service desk tech, you want as MUCH information from the start as possible, eliminating the need to keep going back and going "okay now WHAT was the problem?!"
  • Yes a comment box will show on new ticket so the user can use that to tell the tech what the issue is in detail. A trail of the comments etc are listed there for tracking purposes. The main use for resolution is for reporting in my opinion. This way you don't have to filter out all the comments. when creating a report. the resolution section can be used as that is where the tech should place how the problem was resolved. the rest of the comments aren't listed in the report.

    The comments are mainly for informative things, like user not responding, waiting on info sec to get back to me, pending parts, parts ordered order #....etc..you get the point.

    Users by default should only see
    Title
    Category
    Impact
    Comment

    they shouldn't see resolution field at all and you can also hide it from them via permissions for the queue.
  • thanks nshah, but certain queues I would like to disable this, it seems redundant when you have a resolution field
    • For sake of discussion, I am on the other side when it comes to the resolution field.

      We use it as a kind of 'wrap up' of the ticket. The problem was worked out through the comments (by both owners only and users) and then the issue was resolved. How that issue was resolved goes into the RESOLUTION field.

      This resolution field is it's own field, own data cell, and it can be reported on and pulled for an ASSORTMENT of reasons. We can add the resolution to reports (which makes for a quick look at HEY LOOK AT THE SAME RESOLUTION REPEATED, WE SHOULD FIX THAT) and also allows us to pull it for other means, like the email on events or emails via ticket rule.

      Plus, with information being worked out in the comments, especially owner only comments, the user is out of the loop sometimes until the solution appears, and you want to add a resolution, close the ticket, and the user gets an email with the resolution. No need to go back to the ticket.

      I guess I'm confused as to why you don't want a comment field??? How else would you communicate with a user about a ticket. (Note: by no means am I saying you're wrong, I'm curious.)
  • Ive created a few queues that have drop downs for the user to select. With my users, i work for a state authority, they seem to need to have as little thinking involved as possible. As an example, for a hardware request i have fields that can be selected for certain assets, projectors, usb drives et cetera et cetera. I want to try to limit the input by the user. For a new user i have a series of tickets that are part of a process. These tickets get filled out once and that it. Certain things I want users to send emails to and the body becomes the comments. This i like, but i still think its unnecesary in certain queues for my needs
  • You can definitely turn that in as a feature request at the uservoice forum but to be honest. I don't see that being done. Fundamentally it is needed, not in your case for certain reasons out side of your control. I would still suggest it and see if people vote and see a real need for it based on their users/environment.
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