Our service desk is currently set to only send email to requester on ticket open and close. What are some options to send selected updates/comments to the requester from KACE?

The owners-only check box seems useful for this -- but we're afraid of forgetting to always check it on comments we don't want to send.

1) Is there a way to default owners-only to checked? If so, we could then build a ticket rule and look for updates when its unchecked. (We'd also need to know where to look for the value in the database). We currently hide the ticket CC field as well.

2) Other methods?

- Allen
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You cannot default a comment to owners only out of the box. There is an enhancement for this so please open a support ticket to lend your support to it. You could create a ticket rule to automatically set a comment to owners only but then I'm not sure how you would designate it to be for everyone when the time comes.
Answered 02/15/2011 by: GillySpy
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