making Comments not visible to anyone outside of the worker groups
Management is a tad worried about people seeing the comments made by workers in incidents. Sometimes information is considered confidential and should not be seen by people requesting the incident. I have the 'make comments visible to guest' unchecked as a defult, but if the customer makes a incident he or she can see the ticket and comments within the winuser console because they are not a guest. Even though I think different then management, they pay me so does anyone have a solution to this. I know in the incident database everything is based off of 1 and 0 for visibility. Is there a NT ID security setting I could set for comments? Has anyone else had this issue and found a answer? Plus having them use the guest address instead is out because management likes people to be able to see there ticket and the status. I like the part where I send them a automated email that has the HTML link straight into the incident ticket.Any help is appreciated. Thanks!
Guest Vs. Worker or Worker vs. Worker?
If you were looking to keep guests from seeing user comments I would customize workitemeditgeneral.ascx and make the "Hide Comments" checkbox always be defaulted to checked and also make the checkbox invisible or read only.
If you were looking at keeping different workers from seeing other workers comments based on group membership then you are talking about something much different.
John Golembiewski
Midwest Practice Principal
ITS Partners
Jgo@itsdelivers
John Golembiewski
Midwest Practice Principal
ITS Partners
Jgo@itsdelivers
Definition of "guest"
The word guest basically means that the end user is not a registered worker in the Helpdesk. The reason why they are recognized as guests is due to the fact that Altiris requires a worker account to do anything with an incident. So it makes the end user a "guest" worker for the sake of incident creation or editing.
In other words,the customer that submit an incident, he or she should still be considered a "guest" and should not be able to see comments within the winuser console.
If they still can see it I would then recommend getting in-touch with Symantec Altiris Support and report the problem.
Would you like to reply?
Login or Register to post your comment.