Also, the person is not an Agent, they have the Staff role.

Hi ​@I.T. tech Mayfield! Hmm, I don't have a solid explanation for this, but could it be that it was marked as visible to the requester at some point?

​@AHolley_iiQ , no, the commenter was very careful and did not allow that to be the case.

​@I.T. tech Mayfield There was recently a new feature released that users can set their comments made, visible by default. I wonder, since you are sure the user had it off, if that new setting caused some sort of oddity in this case. I have not heard any reports of such. I think it would be best to submit a support ticket, that way we can get it reported/documented in case this happens again (hopefully not of course). 

Thanks so much!

​@I.T. tech Mayfield For future reference and training purposes, in case you weren’t aware, with this new feature released the user now has the ability to their own site options to toggle this “Default Comment Requestor Visibility” on or off. Again, it is a user based setting.
 

Thank you for the info. The user doesn’t have that option turned on. So this must be a glitch or something like that. We will document it with a support ticket if it happens again.