Quest recommends these best practices for owner-only comments:
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Have a clear, well documented policy for changing the Owners only setting. |
1. |
a. |
Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
2. |
3. |
Select the Owners only check box, then add the comment, Knowledge Base article reference, or attachment. |
NOTE: The Owners only check box can be enabled by default by selecting the Default ticket owner comments to Owners Only visibility check box on the queue detail page. See Configure ticket queues. |
4. |
As a ticket is worked on, comments are displayed when the Comment tab is selected. They are also shown in the History tab along with other history items.
1. |
a. |
Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
2. |
3. |
Select the Show attachments only check box to filter the comment list and display only comments that have attachments. |
To paste screenshots into tickets:
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You must access the Administrator Console using one of the following or higher browsers: Internet Explorer 11, Firefox 34, or Chrome 35. Pasting screenshots is not available to earlier versions of those browsers, and it is not available to any version of Safari. |
To attach files you must be able to browse to the files from the Administrator Console. You can attach files that are up to 8 MB in size.
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2. |
a. |
Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
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a. |
On Ticket Detail page, scroll down to the Attachments section of the Comments tab, and click Add Attachment. |
c. |
a. |
On the Ticket Detail page, scroll down to the bottom of the page, and on the Comments tab, in the Attachment section, click Paste Screenshot. |
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d. |
e. |
a. |
b. |
To delete a file attachment, under Add Attachment, locate the file that you want to delete, and click |
c. |
To delete a screenshot, under Paste Screenshot, locate the file containing the screenhot that you want to delete, and click |
d. |
6. |
1. |
a. |
Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
2. |
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