Folks,

 

I have another usability question for the group:

 

When a technician closes a request on behalf of a user (which, for now, is always the case for my team since we haven't introduced self-service), we are presented with two comments fields: Comments, and Request Closure Comments.

 

From what I can tell (although I could be wrong),

 

Comments

The comments field is not viewable in the ticket itself (either to the tech or the requester), but it will display in the History tab and shows up in reporting.

 

Request Closure Comments

The Request Closure Comments is part of the ticket itself as a field, but does not show up in the History tab. It, too, shows up on reporting.

 

Neither is presently emailed (although I did see a feature request for this).

 

So, the question for the SDP folks is, what is the intent for these fields?

 

The question for the other users, how do you use them?

 

Thanks,

Adam