Restricting Visibility on Customer Request Timeline

[SJEaton]

Hi

There are certain  request updates that we don't want the customer to see on their request timeline but that we still want shown on the request owners timeline.  I have been trying this out by selecting manual system timeline update as yes but then visibility as owner (see screenshot of email node) but this seems to have meant the update doesn't show on either timeline??  Can someone advise what I need to configure in an auto task so that the update only shows on the owners timeline please?

Thanks, Sam

[James Ainsworth]

Hi @SJEaton

In order to allow all the support staff to see a post or update in the timeline you will need to set it to "Team".  Setting to "Owner" would only allow the owner of the request the ability to see the update.  

I hope that helps,

Regards,

James

[SJEaton]

OK, thanks James

[SJEaton]

Hi, I changed it to team (see attached) but the customer still sees a timeline update for this email.  How can I ensure that the update appears on the team timeline only? 

Sam  

[SJEaton]

OK ignore this I'm being really thick!!  Of course I can still see it as I'm the customer as well as being part of the team, doh!  (embarrassed now)

Sam