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When affected user comment is cataloged as "Analyst Comment" RRS feed

  • Question

  • Hi everybody,

    I would like to ask the following Situation with you:

    1. A user open an Incident.

    2. A Support Group is assigned to this incident.

    3. The affected user is member of the support group.

    My problem and question: When the affected user type a comment, this comment is categorized as "Analyst comment" instead of "End User Comment". How can we prevent it? by Default, this comment should be "End User Comment" independently if the affected user is member or not of the Support Group.

    Many thanks for sharing your experience.

    Tuesday, March 15, 2016 3:44 PM

Answers

  • Hi,

    If you wanna enter a comment as enduser, you must use End User Portal.

    Everytime will be an analyst when you open an incident on console. So your comment class will be an "Analyst Comment".

    Fırat

    Friday, March 18, 2016 10:17 PM

All replies

  • I believe SM assumes that anyone using a console is an analyst.  End user comments come from either the web portal or from the email connector.

    The one thing we have seen is that if an end user emails a comment back to a ticket from a slightly different email address than the one associated with the user in SM, it will miscategorize the comment as an analyst comment.

    Hope this helps.

    Rod

    Friday, March 18, 2016 6:36 PM
  • Hi,

    If you wanna enter a comment as enduser, you must use End User Portal.

    Everytime will be an analyst when you open an incident on console. So your comment class will be an "Analyst Comment".

    Fırat

    Friday, March 18, 2016 10:17 PM