I have an issue where requesters can see internal comments even when we dont click the “visible to requestor” button. I checked the users role and he is faculty. Any suggestions on why this might be happening? I’ve looked at the settings, but some of the items that look like they would need to be unchecked look as if it will mess their account up. Any help would be much appreciated.
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Hi
I hope you’re doing great! Could you please check the policy assigned to a requester who can see internal comments even when the “visible to requestor” button isn’t toggled ON, and let me know whether the “View Tickets List and Details” permission in that policy is ON or OFF?
I look forward to hearing from you!
Regards,
Jas
It is on for the user. If I toggle that off, wouldnt that make it to where the user couldnt see anything related to the ticket?
Hi
Thank you for the follow-up! After further testing, I can confirm that if the “View Tickets List and Details” is enabled, it gives the users the ability to see non-visible comments. You can disable this permission for the requesters and they won’t be able to see the non-visible comments. Though they will be able to see the tickets they submitted on their dashboard, and the visible comments. I hope this helps! If you have any questions or concerns, please let me know. May you have a great day ahead!
Regards,
Jas
Hello
Expanding on what Jas mentioned, if you toggle off "View Tickets List and Details," those users will only be able to see information for tickets directly assigned to them unless they have been added as a follower to a ticket or explicitly delegated permissions to view a ticket using the permission delegation site settings.
Unfortunately, there isn't a way to hide internal comments from users who have the View Tickets List and Details permission enabled. This specific permission is designed for users who require full access to all ticket information, including internal comments.
If you do decide to remove this permission from their policy, they will still be able to see the usual requester facing information for any tickets they personally submit or are followers of. If your goal is to grant view permissions to specific users without exposing internal comments across the board, we highly recommend utilizing the delegation settings outlined in the Site options Knowledge Base article. Keep in mind you can only delegate permission based on user assignment, team assignment, or as follower.
That said, although an internal comments permission isn’t available on its own right now, I know our team would love to hear about any ideas or use cases you have in mind to add a feature like this. Please leave your feedback on our Idea Exchange!
https://community.incidentiq.com/ideas
Please let us know if you have any additional questions or concerns!
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