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?
Community Chosen Answer
Owners Only hides the comment from all accounts besides those designated as ticket owners via a Service Desk label. In the Queue settings you'll see "Ticket Owners By Label" to designate which label will flag an account as a ticket owner in that Queue.