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Is it possible to set Change ticket type comments as public by default in FreshService?
I’m using the app Toggle Note visibility to Public which works great, but it doesn’t work on change ticket types.

We have a large developer team who regularly need to make change requests such as requests to add new DNS entries, add / remove test VMs, migrate IIS App Pools from test to prod, in house app updates and deployments and many others that are not service requests but definitely come under the umbrella  of a change.

The dev team have been granted permission to see all change tickets logged by anyone in their department as many of them are involved and follow each others requests. That’s all working fine, but having notes private by default is a pain as everyone needs to remember to set them as public to ensure all the dev team can view them.

Anyone here have any magic?

What environment are you using? Freshservice notes for changes are all private, I don’t see anything that allows you to choose public/private even in the API calls.

"Oh, I totally get how frustrating this can be! We’ve had similar issues in our setup, where people would forget to make notes public, and it caused so much unnecessary back-and-forth. I’m not sure if this would work for your case, but have you tried looking into automation rules within Freshservice? Maybe you could create a workflow to automatically set notes to public for change ticket types or based on the user group permissions. It might take a bit of experimenting, but it could save everyone a lot of headaches. Would love to hear if anyone else has found a better solution for this!"

Thanks ITMike, when creating a note in FreshService we can choose whether or not the note is public or private but it’s always private by default.
If a note is created private then it cannot be changed to public. I’ve deleted many notes and recreated them as public.

Thanks 00robertjoseph00
I’ll have a play with that. 

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