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4735 Views 6 Replies Latest reply: Mar 26, 2014 8:14 AM by Jamie Cannon RSS
Adam Wilden Expert 508 posts since
Jan 16, 2009

Has received 4 of 9 achievements.
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Apr 16, 2010 6:52 AM

Option to Hide Notes from Users



We have been asked for the ability to hide certain Notes from the User.  Not very ITIL I know, but we want to hide some internal communications about calls, e.g. if a customer asks for a doubling of email quota we want to be able to discuss via LANDesk,  but out of view of the customer.


  • We could create a new collection, e.g. "Internal Notes" but this would mean even more complexity to our processes as well as the Notes being in two different places and make it harder to follow.


  • Or we could add a boolean on the existing  Notes object called "Display to Customer? (Y/N)".   This is perhaps simplest, but we'd need to change how the default Notes collection displays on Portal.  We'd need to use a new query with the new condition, but there is no obvious ability to replace the default Notes collection with the new query, except via "Show On Window" which doesn't always display well on Portal...


  • Perhaps more advanced would be to add a new field to Notes that uses a calculation to copy from the main Notes text on saving, except in those cases where the new boolean says to hide the note, in which case it doesn't copy the text but instead inserts "Internal Communication added".   Then we could change the View that users see so that it shows a modified  Note window showing the new field rather than the original text field.  This would have the advantage of adding a note showing that progress is being made but hiding the actual text.  But not sure if the caluclation can handle that? 


          I'm thinking of something like this (I don't know Boo syntax so this is probably wildly out... )


               import System
               static def GetAttributeValue(Note):
                Var1 = Note.IsHidden
                if Var1 == 0:
                Value = Note.Text
                Value = "This Incident was updated by an internal communication..."
                return Value


          It would be nice if we could also force the "Email Customer" boolean to false in these cases to avoid potential errors (probably asking way too much). something like:  Note._NotisyRaiseUser == 0


These are just a few things we've thought of - but before we make a decision, I'm sure others have been here before so any ideas/advice/comments gratefully accepted as always.


Thanks - Adam.

  • thomas.junge Specialist 112 posts since
    Oct 28, 2010

    Has received 2 of 9 achievements.
    Currently Being Moderated
    3. Oct 10, 2011 8:41 AM (in response to Adam Wilden)
    Re: Option to Hide Notes from Users

    Hi Adam,


    I am trying something similar but still have some problems.


    Maybe you could give me a hint.


    How do you convert the boolean to string?


    I am trying something like that






  • thomas.junge Specialist 112 posts since
    Oct 28, 2010

    Has received 2 of 9 achievements.
    Currently Being Moderated
    5. Oct 10, 2011 9:24 AM (in response to Adam Wilden)
    Re: Option to Hide Notes from Users

    Hi Adam,


    thanks for your quick answer.


    I tried a lot and the example you posted is what I had in mind but I can´t get my fields updated.


    My calculation type is 'Before save' and in my opinion that means when I open the note note window, the calculation should be executed...


    But nothing changes when I open the notes window...


    Do you have an idea what could be wrong?




  • Jamie Cannon ITSMMVPGroup 1,356 posts since
    Feb 28, 2008

    Has received 7 of 9 achievements.
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    6. Mar 26, 2014 8:14 AM (in response to thomas.junge)
    Re: Option to Hide Notes from Users

    Not sure if you got it yet Thomas, as this is a faily older post, but I think you will have to have a variable on the Notes window to "calculate on change" first.  So if you choose a category for instance, you calculation should then run automatically.

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