Topic by Bipin Mittal
Content
Hi,
I have a strange requirement to achieve, where we are looking to have a new note type for Incidents.
We have RightNow agents and also Partner Agents serving the customers. The partner agents do not use RightNow. All the ticket information are synced between these two systems.
The Notes that RightNow agents enter are shared with the Partner Agents to update it in their System(Integration done). We currently share the Customer entry and the Response thread. Private Notes are used to share private information within RightNow agents, and are hence not shared with the Partner Agents. Now. we want to have a note type which can be used to share notes/ideas with our Partner agents but should not be visible to the customer.
Any ideas/workarounds how this can be achieved. I understand Custom objects could be one solution, but we want to keep them as last option try to put some workaround using the current Note types available.
Thanks,
Bipin
