05-26-2011 07:23 AM
The "Return Result" speed search function inserts not only the RESOLUTION text , it also insert informations from DESCRIPTION and INTERNAL COMMENT field.
This is a risk!
SalesLogix WebClient 7.5.3
05-27-2011 07:17 AM
Those fields are only returned in the Ticket Internal Speedseach Index. Therefore these are only returned to users of the in-house system. The users of Customer Portal see the results from the Ticket Speedsearch Idex which does not return those two fields.
Therefore I can't see where it would be an issue for internal users to see those comments?
However, you could choose to edit the Speedsearch index and set it not to return these fields for all Tickets Internal.
Also you look at the Speedsearch Approval Process. Using this you could chose not to publish certain tickets to the Customer Portal speedsearch results, thereby ensuring Customers can not view this data.
(For more info see Help in Administrator.)