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What's this drop down for....?

Guest Paul Alexander

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Guest Paul Alexander


Can you please let me know what the drop down option button is for on the Resolution screen please? I've tried different options and it doesn't seem to make any difference to emails or views in the Portal....




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Guest NadeemMazhar

Hi @Paul Alexander


The drop down allows you to choose who has visibility of the specific update in the Request timeline - be it an update to the Request or Resolution. So by default as per your screenshot, any update that you action in the Request will be visible in the timeline to the Customers and the Analysts when they log into either the Application or to the Portal.

In some cases, you may want to hide the update from the customer - so when you make the next update - you can choose ' team' from the dropdown. This will ensure that when the customer signs into the Portal to view the request, they will not see that particular update in their timeline.

Finally, if you want to hide the update to both Customers and your team, selecting 'owner' in the dropdown will cater for this.

Hope that helps



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Guest Paul Alexander

Hi @NadeemMazhar


Thanks for that....I'm not sure we'll be using to tbh as I don't see where we wouldn't want a customer to be able to see a resolution text.

But, again, thanks for the answer!

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