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Edit Note

  • 14 September 2021
  • 6 replies
  • 122 views

Userlevel 4
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Hello Team,

I’m having problem on the ticket note feature, some of the agents not seeing the notes even if they are copied or directly sent to them. I’m thinking because the agent is not part of the group?

 

is there a way to edit notes? I’m seeing this option in the admin role setup

I’m note sure if this will enable editing or just the viewing?

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Best answer by mmccoy 15 September 2021, 16:47

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6 replies

Userlevel 4
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Raymond,

I am taking a look at this and will get back to you.

 

Also pay attention to the roles and the hierarchy of global roles.

Manage agent roles & permissions in your Service Desk | Freshservice Solutions : Freshservice

Userlevel 4
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Ok couple of things while you are troubleshooting. You can assume an agents identity and check for access as an admin. That might help you as you try some setting or roles.

Click you profile top right corner and then… 

 

 

For me this is what I have set on the roles for my techs.

 

SD Agent - Global Permissions across all groups in the helpdesk

This allows them to see tickets but not be assigned to work on a ticket :)

 

Userlevel 4
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Thank you sir.

 

But is there way to edit submitted notes on the ticket?

Userlevel 4
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Yes, you found it in your first post.  Just enable “EDIT” and then you will have a pencil top right corner of a NOTE. But these are NOTES not replies. Replies are not editable.

 

 

Userlevel 4
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Hi sir, sorry i cant see clearly the pencil icon on your screenshot tho i already enabled the edit notes. 

i just dont know why is not reflecting.

 

 

Userlevel 4
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Raymond,

You need to hover over the note to see the pencil. Look at the image attached below… All the way to the right.

 

 

Do you have multiple roles under your profile?

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