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Process View Comments in Servicedesk - Some Helpful Information

Created: 10 Feb 2012 • Updated: 10 Feb 2012 | 7 comments
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BRING's picture
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In ServiceDesk 7.x, in the process view, located in the Process History section of the page, there is an option to edit the process comments that are included as a part of any incident.  As shown in the first screen shot below, selecting the icon at #1 allows you to begin the process.  Selecting "Edit Comment", shown at #2 opens up the edit screen. 

 

The screen shot below displays the resulting screen.  Notice that you can change the comment title, and the view level.  The "Public" view level is shown, but there are options for "Private", and "Admin".  If you choose the "Admin" level, the Add User Level Comment checkbox is made available.  This checkbox makes the comments that an admin creates available to all users.  The other view level option is just that, private for the specific user modifying the comment.

In the "Comment:" section itself you can see that it has the original source text, and a reasonably featured HTML text editor, allowing formatting, graphics additions and other notes in the box.  At the bottom, you can switch from Design view, to HTML, and then a preview of how the comment will appear.  Save and Cancel are self-explanatory.

Some users and ServiceDesk administrators don't want users changing any comments entered in the incident (process)history, and others simply want to control visibility or editing functions.   Unfortunately, at this time, the granularity of permissions to control the use and function at this level of detail is not included in ServiceDesk.

To provide a better understanding, it is important to understand the types of permissions in ServiceDesk.  There are two types of permissions:

 

A.  Permissions that grant you access to see objects in the portal.  These are set in the USERS and GROUPS section of the ADMIN Tab.  They control what you can see in the ServiceDesk Portal.

B.  Permissions to work on Incidents, Changes, and Problems.    When you open an Incident (process), you see those set in the lower-right side of the incident screen,  This shows what groups and users can do with this case, and, if specific functions (permissions) have been set.  This is the "what you can do" section, with what you were granted access to in A, above.  These are call Process Permissions.    See the screen shot below:

 

So, 

The permission to EDIT COMMENT, in a Incident, is a PROCESS permission that is coupled with the ability to use the items list under the "ACTIONS" header on the screen, on the right side of the incident window.   Unfortunately, permissions at this level of granularity can  only be assigned on a per-incident basis, and come together.   The ability to use any of the items in the Action Section and the ability to Edit Comments are joined together.  If you revoke the permission, by removing the Reports.Process report permission from the individual, in the specific case where needed, he/she will not be able to perform other basic actions to incident that are relevant to their needs in a default Support I or Support II role.

Please note that when comments are edited, the history notes that the comment edit occurred, and what was changed, showing before edit, and after.  This feature provides a great audit trail in the incident, if necessary, and may alleviate the need to remove this permission.

Hopefully this provides some more valuable information surrounding permissions and comments.

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Aryanos's picture

Are there plans to make the comments work where you don't need Administrator permissions to to view the private comments? Basically if a worker has Can View and Can Edit and puts in a private comment they can't even see their own comments which doesn't really work very well. It should be done something similar like this:

Public - Everyone can see

Private - Only users with Can Edit can see

Admin - Can see all level comments

We've reluctantly given the workers administrator access to the tickets they're assigned because we need them to be able to see any comments that were added at the private view.

I like my beats fast and my bass down low

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BRING's picture

Hi Aryanos,

The comments feature as currently designed was the result of quite a few other customers concerns that administrative level process commentary should NOT be accessible by the workers of the case.  Were we to change it back, we would be regressing the product.  

I do however see your point about users not being able to see their own private comments.  I believe that this is a bug, and will raise it.  

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Aryanos's picture

Hi BRING,

Is it possible for us to have access to the Comments Form? toomas mentioned that it is in the Workflow.Core but didn't mention if we can get to it. I'd like to make some modifications to the form and how the auditing works.

Thanks,

Aryanos

I like my beats fast and my bass down low

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TGiles's picture

Aryanos,

Unfortunately it is not possible to get to the comments form.

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bleggett's picture

What is required so that workers can add a private comment, or is that not possible now either? In our environment, only Administrators have the ability to make a private comment. Workers, including those in the default Support group only see Public, in the View Level drop down. In our prveious version, 7.0, they had the ability to create private comments.

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BRING's picture

Hi Bleggett,

Workers can only add public level comments at this point.  Can you share a use case where, for a Servicedesk ticketing system, that private level comments could be useful? 

Thanks

 

 

 

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bleggett's picture

Hi BRING,

Comments that they would not like the end user to see. Perhaps fix instructions or details that they do not want end users to see and try on their own, but would like have noted with the incident for later reviews of the ticket. We always caution our workers that the end user can see the contents of their incident, so they should use caution in what they put in a ticket. As I mentioned before, when we were running SD 7.0, they had that ability, so now with the upgrade, it is no longer available and some have asked about it. Perhaps it's for the best this way now, I dont know, but with the generally vague quality of documentation and information regarding various settings, I just didnt understand the change and assumed it was just a missing permission level.

 

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