Ticket note issue

[essolinux]

When We create a ticket and attach a note to that ticket, some of the times (most of the times), when we create another ticket after that one, it will take that note from the first ticket and add it to the new ticket and all the other tickets for that customer.

Any ideas?

Thanks

Esso

[Casey Rousseau]

There are two types of notes that you can put on a ticket.


A Ticket note adds the note to just that ticket.
A User note is visible for all tickets for that User, i.e. that email address.

You can further direct it to all staff or select a single staff member to be able to see it. (I'm pretty certain you can always see notes you created.)

Note that phone tickets get attached to a common default User, unless an email address is added.

[essolinux]

It was set to ticket note.
Customer 1 submits a ticket # 10 today (he already had some prior tickets)
I go in and add a note for that ticket, save, then go on to do other stuff.
Later I check that ticket # 10 that was submitted by customer 1, today and the note is there, but when I check other tickets from that same customer 1, all of his tickets, prior tickets, have that note from ticket #10 attached to them.

Why is it that, the note was not "User" note it was "Ticket" note, so it should have just stuck with ticket # 10 and not replicated itself to all other tickets from Customer 1.

[Casey Rousseau]

I'd open a support ticket.