Ticket Note History

This FAQ article explains which Ticket notes appear in the History section of a Ticket email notification (when the Include History option is selected).

When adding a Note to a Ticket, in addition to being added to the All Notes section within the Ticket, a note can be emailed to one or more recipients, including:

• The main customer contact for the Ticket
• Other contacts for the customer to which the Ticket is assigned
• Other staff members (i.e. other CommTrak users within your organisation)
• Arbitrary email addresses entered into the Other Email field

Ticket note history can optionally be included in the Ticket notification message when a Ticket note is emailed to one or more recipients. Ticket note history includes all notes that have been sent to any external email address.

It is important to be aware that when a Ticket note is added with the Include History option selected, any external email recipient for that note (including arbitrary email addresses specified in the Other Email field) will be able to see historical Ticket notes that have been sent to any other external email address.

An external email address is defined as any email address that is not the registered email address of a CommTrak user within your organisation.

Examples

For the purposes of the following examples, assume the following:

• You have a colleague called Jo Anderson who is a CommTrak user within your organisation
• A third-party contractor, who has an interest in this Ticket, has the email address sam@contractorcompany.com.au

Example 1: Email Customer is ticked

The above Note will be included in the History section of all future Ticket notifications that are sent to any email recipient.

Reason: The note was emailed to the Customer, who has an external email address.

Example 2: Email Customer is ticked and Jo Anderson has been specified in the Other Email field

The above Note will be included in the History section of all future Ticket notifications, that have the Include Email History option ticked, and which are sent to any email recipient.

Reason: The note was emailed to the Customer, who has an external email address.

Example 3: Jo Anderson has been specified in the Other Email field, and is the only email recipient

Jo Anderson's name was selected from the Staff section of the Other Email drop-down list.

The above Note will not be included in the History section of any future Ticket notifications.

Reason: The only email recipient of this note is Jo Anderson, who is another CommTrak user within your organisation.

It is recommended that staff email addresses are selected from the Staff section of the Other Email drop-down list, but they can be typed manually if desired, and they will still be processed as internal email addresses.

Example 4: Jo Anderson and the external contractor have been specified in the Other Email field

Jo Anderson's name was selected from the Staff section of the Other Email drop-down list, and the contractor's email address was typed manually.

The above Note will be included in the History section of all future Ticket notifications, that have the Include Email History option ticked, and which are sent to any email recipient.

Reason: The note was emailed to an external address (in this example, a third-party contractor).