How is "Owners Only" comments supposed to work?
I read in the
Dell KACE K1000 System Management Appliance Version 5.4, Service Desk Administrator Guide p. 49
Adding owner-only comments to a ticket
You can add comments to a ticket that only ticket owners can see by selecting the Ownersonly
check box on the each ticket’s detail page. To disable this setting, clear the Owners-only
check box. Other ticket owners have permission to clear this box and might not read the
comments before doing so. Therefore, Dell KACE recommends you do the following:
• Always use discretion in these comments.
• Have a clear, well documented policy for changing this setting.
However, in our actual experience, we find that the only person getting the "Owners Only" comments is just the one individual actual "Owner" listed on the ticket. We thought that using "Owners Only" would go to all cc:'d Help Desk admin's on the ticket, but not out to the users. Everyone on the help desk is has a "Help Desk Ticket Owner" tag.
What are we missing here?
The Owners Only flag when set on the ticket will allow anyone who is capable of being an Owner to VIEW the comments. If the currently assigned ticket Owner is getting an email with the Owners Only Comment, that action is happening from the queue settings regarding Email on Events. I would guess you have it set to notify Owner on Comment or Any Change.