how do i limit the end-user's viewing of comments under : kbox/ 'service desk'-> tickets -> Comments

So when a regular end user logs in to KBOX/  (not kbox/admin)
the user is able to sign in using single sign on.

the user is set with a 'TEST ROLE'. the permissions have been set to read only on Home, Downloads, My Computers, Service Desk, and Knowledge Base.

when the user opens up kbox/  , he is able to view the tabs. 
when the user clicks on 'service desk' he is able to view his tickets
the user is then able to open up a ticket under his list of tickets

buuuttt, when the user opens the ticket he is able to view the comments and history (towards the bottom of the page)

My request:
i would like to have the 'comments' to NOT be visible for the user. 
If possible, for the history under the ticket to not be visible either.

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Answers (1)

Posted by: Hobbsy 7 years ago
Red Belt
This should be covered by the tick box on all added comments "Owners Only", the default state of which can also be set on the settings for the queue. There is no way of hiding the history from the user unfortunately

  • in my organization, there has already been created over 20k tickets. problem is, now we want to start using the user console for the users. however, some of our previous techs had the habit of adding out of line comments on the comments themselves. is there a way to just omit the comment-tab section from showing up to the user console when the user logs in?


    is there a way to limit which previous comments we want the user to see without having to go back and edit 20k comments? - eliasa 7 years ago
    • Just a couple of thoughts then, first why not consider archiving your tickets and not allowing the end user access to the Archive, that would protect you historically.

      You could then look at writing a simple ticket rule to set the value of the flag that sets the comments to owners only on all current tickets, that would set everything as hidden so you can put in place a new policy with the IT staff - Hobbsy 7 years ago
      • very interesting point. how would I come about doing those? - eliasa 7 years ago
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