Note Tab vs History Note

[Brian Roberts]

What would be the difference between using the Note Tab or adding a History Note while in a ticket?

Thanks.

[Support Team]

Re: Note Tab vs History Note

Thank you for asking. The Notes tab is a single memo fields that holds free text additional information in regard to the ticket - special driving directions, special notes in regards to the Ticket that the technician may need to know while resolving it, and any other text or notes that are related to the ticket in general, ones that you do not wish to include in the Ticket Problem Description text.

History Notes are used to track time-based activities that you do not wish to charge your customer with. For example, one would use History Notes for a Ticket to add notes like 'Called the customer, he wasn't available' and another one 'called again, still no answer', etc. These History Notes automatically log the date/time they are being added, the user that adds them etc. and these notes are listed as part of the Ticket History so you'll have a chronological order of things that happened/done for this Ticket. These notes appears in the History together with the time-based Charges, etc.

Hope this makes sense and helps.

[thankgod]

Re: Note Tab vs History Note

Follow-on question about History Notes - Are History Notes private? i.e. not viewable/accessable by the customer from anywhere?

If not, how do you suggest we keep notes, information, comments about the ticket that is to remain private only among the employees? i.e. stuff that clients should never ever see ...

[Support Team]

Re: Note Tab vs History Note

When using RangerMSP Web Interface for Customer there is an option to remove the permission to the History Notes for Customer Web Users. This is achieved by removing this option from the Customer Privilege group you assign to your customers.

I would note, however, that removing it will mean that your customers won't be able to add such notes to tickets as well.

Another option would be to use the Ticket Notes tab/field (a memo field in the Notes tab) that is not accessible via Web Interface for Customers and can be used to keep internal Ticket information.

Hope this helps.