Comment widget consists of the following parts:
- Input fields (Additional Comments and Work Notes). These fields are of the journal_input type described in Field types. The difference between them is:
- The Additional Comments field
Виджет комментариев состоит из следующих частей:
- Многострочных полей ввода (comments and work notes, аналогичных им). Эти поля имеют тип journal_input, описанный в Field types. В чем различие между ними:
- Comments - это поле для коммуникаций между пользователем и агентом. Комментарий в этом поле будет отображаться в инциденте на портале, и пользователь сможет на него ответить.
- Work notes - это поле для внутренних комментариев агентов, недоступных пользователю для просмотра.
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- is provided for communication with the requester.
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- It may be, for example, progress updates or clarifying questions. These comments are visible for the requestor in his profile on the Self-Service Portal;
- The Work Notes field is for internal communications of the task fulfillers. These comments may be technical and can contain information that
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- should not be shared with the requester.
- Activity stream whose essence is to ticket activities logging. It contains the following information:
- Which field was changed;
- Which user has changed it;
- Old field value;
- New field value.
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The example of the activity stream is on the screenshot below.
