A list of watchers. They will receive notifications of Additional comments. If the caller is “Guest” add their email address to the Watch list.
Work notes list
A list of users who receive notifications of Work notes. Do not add callers to this list.
Comments/Notes
Comments/notes are used to log work done on a request. It gives anyone else working the ticket an indication of the actions already taken.
The default is “Additional comments”. The caller (if not “Guest) and anyone in the Watch list will receive notifications when Additional comments are added.
Check the Work notes box to keep comments internal. Anyone list in the Work notes list will receive notifications when Work notes are added.
Closure Information
When you have completed a request, be sure to close it out using the Closure Information tab.
Select the Solved (Permanently) close code. Enter any relevant comments and click Resolve Incident. Using Update or Save does not resolve the incident.
Add Comment