Internal (Technician) and External (Customer) Resolution
Is there a way to do both an internal and external resolution?
Currently, the resolution is shown to the user. However, we don't always want the resolution shown to the user, although we need them to receive additional information when their ticket is closed.
For example: A developer has to do A,B,C,D on the server. Then the user has to do Y from their desktop in order for the fix to work.
The resolution currently entered is usually the steps the developer performed, followed by the request for the user to do Y. We don't want our users to see the developer steps, just the part with the request for the user step.
The first part would be the internal, searchable resolution for future technicians; the second part would be the external resolution seen by the user.
Is there any way this could be done?
Currently, the resolution is shown to the user. However, we don't always want the resolution shown to the user, although we need them to receive additional information when their ticket is closed.
For example: A developer has to do A,B,C,D on the server. Then the user has to do Y from their desktop in order for the fix to work.
The resolution currently entered is usually the steps the developer performed, followed by the request for the user to do Y. We don't want our users to see the developer steps, just the part with the request for the user step.
The first part would be the internal, searchable resolution for future technicians; the second part would be the external resolution seen by the user.
Is there any way this could be done?