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It would be very useful to have the ability to change a private comment to a public comment when editing a comment on SWSD, especially for drafting purposes. As SWSD doesn't save comments as drafts, setting a comment as private is the next best way to allow agents to draft up their comment or format it the way they like,…
We would like to be able to create response templates that can be added in the comment box. At this time, we have to keep our response templates outside of Service Desk and then copy and paste them into the comment box. It would be great to have a drop-down of the response we want and have it added to the comment box…
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