Timeline entries defaulting to 'Public' visibility

[DFarran]

One of our analysts has noticed that sometimes after they apply an update to a call and go to the email tab to send our email template it defaults the visibility of the timeline update for sending the email to 'public' and this cannot be changed until you've sent the email and then it will let you change the visibility of the post on the timeline. I assume this 'public' option has been applied by an update as this hasn't been noticed before but I can't find anywhere that says what it does or how to remove this. The timeline updates for sending emails should default to 'team' as its set in the setting guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.email.

 

Can anyone offer advice?

[Victor]

@DFarran this is something we found recently as well and is currently looked into by development team

[HHH]

@VictorThis occasionally also applies to normal timeline updates

[Victor]

@HHH yes, it happens in various places

 

[Craig From Anana]

This happens to us as well. I often find this if we've had the page open for an hour then try and action something on it.

[Victor]

@Craig From Anana this behavior is expected. The request timeline works in conjunction with a token used for various purposes. This token has an expiration timer of 1 hour. If expires you will notice things like this.

[Craig From Anana]

Thanks @Victor

What does Public actually mean? Visibility for both 'Team' and 'Customer'?

[Victor]

@Craig From Anana yes. Anyone who has access to that request will see the timeline entry.

[Berto2002]

@Victor. I had  a ticket with Support recently and I am sure @Deen advised that Public was all the Co-workers.

Since all co-workers can automatically all updates with visibility of Customer, it makes no sense for Public to do exactly the same?

Please clan you clarify whether customers see Public updates and if so why/how they are different from Customer updates.

Thanks