Working with ticket articles¶
Please note that this is not a full command list, if you’re missing commands, feel free to ask over at the Community.
Count Public “Notes” toward SLAs¶
Normally, notes don’t count toward service-level agreements. Use the following command to include publicly-visible notes when tracking SLA compliance. (Internal notes will never affect SLA calculations.)
By default, customers are not notified when public notes are added to a ticket. Set up a trigger if you wish to change this behavior.
Changing this setting will disable the option to delete public notes.
>> Ticket::Article::Type.find_by(name:'note').update!(communication: true) # Enable SLA to count notes as communication >> Ticket::Article::Type.find_by(name:'note').update!(communication: false) # Enable SLA to ignore notes as communication