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