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