Comments
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Introduction
Comments (and notes) can be added to many different types of objects.
- Incidents
- Problems (Notes)
- Changes
- Releases (Notes)
- Solutions
- Portal Incidents
Comments are the best place to document work done "on the record." Using comments you can communicate with the end user via public comments and with other agents via private comments.
Manually Create a new comment
Navigate to one of the object types identified above, scroll down to the tabs area, and select the Comments tab.
Add your comment in the rich text field and then click Post.
Rich text field options
In the rich text field you can format your text using standard formatting buttons. You can also add tables, links, images, and videos.
- Bold
- Italic
- Underline
- Font color
- Font size
- Align left
- Align center
- Align right
- Bullet list
- Numbered list
- Table
- Hyperlink
- Image
- Embed Video
- Public or Private comment
Supported video streams
Supported video streams include:
- YouTube
- Vimeo
- Microsoft Stream
Auto-save for comments and objects
When auto-save functionality is active
When a user is adding new comments or creating a new object, but doesn't click Save or Create, the auto-save feature saves any text written in a text box so the user can return to that text box and pick up where they left off.
The content is automatically saved in the browser cache, so it will still work even if the user closes the browser.
Rich-text boxes where entries and comments are saved contain formatting options.
Examples:
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When someone starts adding a new comment to an incident ticket and clicks a link that opens a new tab within the ticket, the person won't lose the information already written.
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When someone writes a new solution and forgets to save the information before closing the window, the person can still return to the solution and the work is saved.
When auto-save functionality is not active
Auto-save is not active if you move to another browser or computer, or if you are working from a mobile device. It is also not active when a user is editing an already existing solution, description on an incident, or any object that was already created.
Comments limit
A maximum of 500 comments is allowed per object.
Comments can be created via incoming email. Any incoming email that will cause the limit to be exceeded will receive a response: Maximum comment limit (500) reached. Any email sent to the incident will be disregarded.