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Manage Tickets - Choose Ticket Note Destination

Currently, when Manage service tickets from Roar are resolved, the final note appears as a Discussion note. This is problematic as many of our internal processes, including invoicing, leverage resolution notes exclusively.

In CW Manage's API, when posting to the /service/tickets/{parentId}/notes endpoint, there are three boolean properties in the request body that control the destination of a service ticket note. These are detailDescriptionFlag (Discussion Notes), internalAnalysisFlag (Internal Notes), and resolutionFlag (Resolution Notes).

We would like to see controls implemented that expose these properties and allow us to control where Liongard writes updates/notifications to Manage service tickets.

  • Kevin Cowgur
  • Jul 28 2020
  • Reviewed - Candidate for Implementing