Add a Comment to Ticket or Ticket Task

Overview

Comments are a way to document all work or communication on a Ticket. All emails manually sent to a person regarding a Ticket should be done through the use of comments. Comments can be added to Ticket either directly on the comment feed or by using the Update action.

Important
The instructions in the document are for adding a comment directly to the Feed for the Ticket or Task. If you are changing the Status of a Ticket at the comment is the reason for the status change you need to Update the Ticket or Task instead. Instructions for this can be found in the knowledge base articles Update a Ticket or Update a Ticket Task

In this article:

Create a Comment

Important
Individuals working a ticket should put any comments directly onto the ticket's feed, whereas individuals working a ticket task should put any comments on to the task's feed and not the ticket's feed.

Add Comment to Ticket

  1. Open the desired ticket.
  2. On the General tab, scroll down to the Feed section.

    Enterprise Service Management Ticket Feed section highlighted
     
  3. Click Comment.

    Enterprise Service Management Ticket/Task Button Highlighted
     
  4. Determine the intended audience of the comment. If the information is intended for department staff only, select Make comments private (only visible to <Ticket App Name> users) [e.g. Make comments private (only visible to UAA IT Ticket users)].
    • The default is public which allows the ticket requestor, and contacts to see the comment.

      Enterprise Service Managment Ticket/Task Comment Make comment private checkbox highlighted
       
  5. Determine if you would like to Notify some person or group.
    1. Click the Notify... text box.

      Enterprise Service Managment Ticket/Task Feed notify drop-down menu highlighted
       
    2. Select who should be notified of this update by clicking the Notify drop-down menu which lists those associated with the ticket.

      Enterprise Service Managment Ticket/Task Feed Notify selection list
       
  6. Enter the desired update into the comment textbox.
  7. Click Save.
    • The comment box closes, and the feed updates.

Add Comment to Task

  1. Open the desired ticket task.
  2. Scroll down to the Feed section.
  3. Click Comment.
  4. Determine the intended audience of the comment. If the information is intended for department staff only, select Make comments private (only visible to <Ticket App Name> users) [e.g. Make comments private (only visible to UAA IT Ticket users)].
    • The default is public which allows the ticket requestor, and contacts to see the comment.
  5. Determine if you would like to Notify some person or group.
    1. Click the Notify... text box.
    2. Select who should be notified of this update by clicking the Notify drop-down menu which lists those associated with the ticket.
  6. Enter the desired update into the comment textbox.
  7. Click Save.
    • The comment box closes, and the feed updates.

Reply to Comment

  1. Open the desired ticket.
  2. On the General tab, scroll down to the Feed section.
  3. Find the comment that you want to respond to.
  4. Click the Comment button below the comment.
    • A Comment box will appear.
  5. Type your message into the Comment box.
  6. Click Save.
    • The comment box closes, and the feed updates with your new comment indented within the thread.
    • Everyone notified on the original comment will receive the reply.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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