Timeline Update Control - Team/Customer Visibility

[AlexOnTheHill]

Hello,

I have received an enquiry as to whether it is possible to control the availability of timeline update visibility so that the resolution of a request cannot be set to team only.

We do not have concerns regarding regular timeline updates but there have been some instances where resolution text was more appropriate to an internal audience and so the agent selected team only thinking the customer would not see it.

In that instance it would have been preferable for them not to be able to select that option, we have fed back to the team that this controls timeline visibility only and that our workflows sent resolution text

Is there a way you can suggest we can achieve this or is this something that can be considered for an enhancement request?

[Steve Giller]

It's not clear what you're asking here - are you wanting to hide the "Team" option for the posting of the Resolution, or are you asking for the option to make the Resolution invisible to the Customer?

[AlexOnTheHill]

Hi Steve,

I am asking if we can remove the Team visibility option on the resolution text.

I'm sure the first option is education but I can understand the perception that selecting team for visibility prevents the customer from seeing the resolution, it would avoid that perception if we could remove the team visibility option for resolutions.

[Steve Giller]

8 minutes ago, AlexOnTheHill said:

I am asking if we can remove the Team visibility option on the resolution text.

Yes and no - you can configure this setting:

ui.app.com.hornbill.servicemanager.operation.popup.values

but this is global and will affect all visibility selectors.

* Personal opinion incoming! *
On the education side, I have always advised my agents that it is essential to treat everything on a request as potentially public - for example if the Customer submits a request for information I genuinely don't (and never did) know whether that would include a complete Request Timeline so better safe than sorry; also if a report is generated this will exclude any visibility settings so potentially any recipient could see a Timeline entry.
While they mostly work as people imagine, the visibilities should be treated as controlling who needs to see the update, rather than who can.

[AlexOnTheHill]

Thanks Steve,

I think that removing the Team visibility option entirely would be a bit of an extreme measure but good to know it's there!

The education approach was my first thought and I wholly agree with your opinion on the subject.

[will.good]

2 hours ago, Steve Giller said:

for example if the Customer submits a request for information I genuinely don't (and never did) know whether that would include a complete Request Timeline so better safe than sorry

Just on this point - we've had a couple of cases now where someone has put in a DSAR, and we've had to provide the entire request timeline, so definitely better to be safe than sorry and in a messy conversation about redactions with the legal team!!