Tickets Tickets -> Notes -> Creator cannot see private notes

[NC Software]

I typed in a new note, saved it, it didn't save! I'm assuming there is some limit on the number of characters a note can have but no where does it tell us this or is there validation such as "Your note exceeds XYZ characters, please shorten...". Rather than just tossing your long message and it disappearing!

We need either a character counter (characters remaining) if it's limited, or validation without tossing all the info we just entered! I think across the board SS3.x is lacking much needed validation!

[Chris Boulton]

There shouldn't be any sort of character limit that you reached - it's the same type of database field which holds ticket messages and replies.

I just added in a very lengthy note to one of my test tickets and it saved correctly.

Are you able to save ticket notes at all?

[craigbrass]

Your net connection could of dropped while it was being submitted. That has happened to me.

[NC Software]

Looks like a new error in 3.11.01!!! I cannot add notes! I am selecting a specific staff member to add a private note for which says the following:

edit: removed.

I get a confirmation after saving this note that it was added but I don't see it, I tried twice, it's NOT adding!!!

[Jamie Edwards]

So this problem is when using KayakoMobile?

[craigbrass]

Oh, Kayako Mobile. I thought you were refering to the Kayako Core staff area. This is Ryan's department. Hopefully he will be online later to clarify this.

[NC Software]

No, I'm NOT using Kayako Mobile, we develop for mobile devices so my note to my staff was regarding a fix to our pocket pc software. I am using SS 3.11.01 "WEB" nothing else.

[craigbrass]

Oh right. Thought it was odd you never mentioned it. Submit a ticket then (http://members.kayako.net -> "Get Support") and somebody will be able to verify this issue as me nor Chris are able to do so.

[Jamie Edwards]

The setting is:

Visible To
The ticket note can be made visible to a specific staff user only.

If you make a note private for view only be a specified staff user, you will not be able to see the ticket note - only the staff user you posted the note to can see it.

[NC Software]

Well, that's interesting, is that a change? The sender and recipient should see it, not just the recipient. How do I see what I sent another staff member?

[Jamie Edwards]

You are right, it should.

[Giray]

Originally Posted by NC Software

Well, that's interesting, is that a change? The sender and recipient should see it, not just the recipient. How do I see what I sent another staff member?

To the best of my knowledge, it's never been there. I've never been able to see a note I send someone else. I think that's been evoked elsewhere in the forum and we had even begged for a fix of some kind. Add to this our inline notes issue and you start to understand why the notes system needs an urgent rapid overhaul. I'm hoping they've included it for V4 and will not push it back further. We've been clear throughout the forum that this is a major major drawback.

[NC Software]

It should be like a Instant Messenger discussion, you should follow the conversation from both the sender and recipient. That should help visualize that system that needs to be used for notes.

[Giray]

Bottom line is that the notes have to be integrated, as we've said elsewhere, into the ticket thread with one new feature, that note entries are subject to permissions ensuring that only those who are supposed to see the note see it. If this permission setup can be 'selected' by checkboxes or multiple menus, then we are really in business. The challenge now is to get the Kayako team to realise that this is not a feature request but a necessary core functionality

[NC Software]

These are all examples of how Kayako themselves don't use their own product, it would be obvious to anyone that used these features how they lack much needed functionality.