As we are reviewing the comments logged against a particular incident, there are some great suggestions/requests/solutions/etc.. proposed. But as the incident commentary continues, often this moves down the list and is lost in the conversation. Another quick example: the incident is resolved, but there were several follow-up comments made that pushed the resolution down. When actually going to resolve the ticket and put in resolution comments, sometimes it's hard to find the right one.
It would be great if there was an option to make specific comments/notes (public or private) STICK to the top. This way, it would still capture all the details, but allow you to see the important stuff at the top, right away.
Alternate solution could be another section altogether for sticky comments (or maybe featured comments). Current comments functionality can remain as is but another section to be able to capture special comments/notes/etc... This could be captured by using the 'Forms & Fields' functionality, but there not always is there a need to show it on the portal. If a 'public/private' button can be incorporated, that may possibly help resolve this request as well.
(If something already exists, my apologies. Please point me to the right thread.)
|What problem will this feature solve?:|