@David Shears To your point about a team not having self-service interactions.
I can speak to the design of the discussion tab to help with a bit of context. The tab is designed to filter out the noise by default and just focus on the discussion about resolving the issue- worklog updates. This includes worklog updates from any user who added one to the ticket- regardless of self-service vs. analyst.
So in your comment, are analysts that are not working with self-service users not adding worklogs to the ticket?
What information do those analysts find critical that's in the full history that they frequently use? There may be a better way to get them the information they need quickly vs. digging through <g class="gr_ gr_2088 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-del replaceWithoutSep" id="2088" data-gr-id="2088">the history</g>.
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Richard Graves
ServiceAide
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Original Message:
Sent: 11-22-2018 04:47
From: David Shears
Subject: Your Feedback on ISM Opal Release
One little bit of feedback I've had from the team here on the "Discussion" view:
It would be nice if there was an option (either at slice or analyst level) to set whether or not that's the default view, if a particular team doesn't do much self-service interaction with the users then they find the full history more useful than the discussions.
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David Shears
Analyst Programmer
MNI Services
Original Message:
Sent: 11-20-2018 16:25
From: Richard Graves
Subject: Your Feedback on ISM Opal Release
Hello Community,
We are interested in your feedback on the Opal release that is now live for 100% of users.
Are the new improvements useful? Why or why not?
Any specific feedback on Advanced Ticket Center, Activity History Discussion tab, Group-based Security and Change Collision?
How can we improve the rollout and communication process?
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Richard Graves
ServiceAide
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