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Suggestion
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Resolution: Unresolved
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None
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1
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Feature request
In JSM's Agent View, the colour of the "Comment Internally" and "Share with customer" varies depending on how the comment is being added:
- Posting a new comment: Share with customer, Comment Internally
- Editing a customer facing comment: Share with customer, Comment Internally
- Editing a internal comment: Share with customer, Comment Internally
Thus from a human factors point of view, if a user is working on internal comments, then goes to add a new comment that is intended on being internal, they may accidentally select Share with customer, as this is the "primary" selection matching the colour for the Internal comment buttons previously used
The impact of this mistake could be high , for instance, private data being sent inadvertently to the customer.
Suggested Solution
A user editing a comment is likely to wish to keep the same visibility, thus the primary colour changing based on the existing comment's type seems appropriate.
A user adding a new comment - we don't always know which is the primary action the user intends - posting a customer facing comment or internal. Thus is seems appropriate to remove the blue aui-button-primary from share with customer.
- links to
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| Support reference count | New: 1 |
| Labels | New: ril |
| Remote Link | New: This issue links to "Internal ticket (Web Link)" [ 978475 ] |
| Description |
Original:
h4. Feature request
In JSM's Agent View, the colour of the "Comment Internally" and "Share with customer" varies depending on how the comment is being added: * Posting a new comment: {color:#0747a6}*Share with customer*{color}, *{color:#c1c7d0}Comment Internally{color}* * Editing a customer facing comment: {color:#0747a6}*Share with customer*{color}, *{color:#c1c7d0}Comment Internally{color}* * Editing a internal comment: {color:#c1c7d0}*Share with customer*{color}, {color:#0747a6}*Comment Internally*{color} Thus from a human factors point of view, if a user is working on internal comments, then goes to add a new comment that is intended on being internal, they may accidentally select Share with customer, as this is the "primary" selection matching the colour for the Internal comment buttons previously used The impact of this mistake could be high , for instance, private data being sent inadvertently to the customer. h4. Suggested Solution A user editing a comment is likely to wish to keep the same visibility, thus the primary seems appropriate. A user adding a new comment - we don't always know which is the primary action the user intends - posting a customer facing comment or internal. Thus is seems appropriate to remove the blue aui-button-primary from share with customer. |
New:
h4. Feature request
In JSM's Agent View, the colour of the "Comment Internally" and "Share with customer" varies depending on how the comment is being added: * Posting a new comment: {color:#0747a6}*Share with customer*{color}, *{color:#c1c7d0}Comment Internally{color}* * Editing a customer facing comment: {color:#0747a6}*Share with customer*{color}, *{color:#c1c7d0}Comment Internally{color}* * Editing a internal comment: {color:#c1c7d0}*Share with customer*{color}, {color:#0747a6}*Comment Internally*{color} Thus from a human factors point of view, if a user is working on internal comments, then goes to add a new comment that is intended on being internal, they may accidentally select Share with customer, as this is the "primary" selection matching the colour for the Internal comment buttons previously used The impact of this mistake could be high , for instance, private data being sent inadvertently to the customer. h4. Suggested Solution A user editing a comment is likely to wish to keep the same visibility, thus the primary colour changing based on the existing comment's type seems appropriate. A user adding a new comment - we don't always know which is the primary action the user intends - posting a customer facing comment or internal. Thus is seems appropriate to remove the blue aui-button-primary from share with customer. |
| Description |
Original:
h4. Feature request
In JSM's Agent View, the colour of the "Comment Internally" and "Share with customer" varies depending on how the comment is being added: * Posting a new comment: {color:#0747a6}*Share with customer*{color}, *{color:#c1c7d0}Comment Internally{color}* * Editing a customer facing comment: {color:#0747a6}*Share with customer*{color}, *{color:#c1c7d0}Comment Internally{color}* * Editing a internal comment: {color:#c1c7d0}*Share with customer*{color}, {color:#0747a6}*Comment Internally*{color} Thus from a human factors point of view, if a user is working on internal comments, then goes to add a new comment that is intended on being internal, they may accidentally select Share with customer, as this is the "primary" selection matching the colour for the Internal comment buttons previously used h4. Suggested Solution A user editing a comment is likely to wish to keep the same visibility, thus the primary seems appropriate. A user adding a new comment - we don't always know which is the primary action the user intends - posting a customer facing comment or internal. Thus is seems appropriate to remove the blue aui-button-primary from share with customer. |
New:
h4. Feature request
In JSM's Agent View, the colour of the "Comment Internally" and "Share with customer" varies depending on how the comment is being added: * Posting a new comment: {color:#0747a6}*Share with customer*{color}, *{color:#c1c7d0}Comment Internally{color}* * Editing a customer facing comment: {color:#0747a6}*Share with customer*{color}, *{color:#c1c7d0}Comment Internally{color}* * Editing a internal comment: {color:#c1c7d0}*Share with customer*{color}, {color:#0747a6}*Comment Internally*{color} Thus from a human factors point of view, if a user is working on internal comments, then goes to add a new comment that is intended on being internal, they may accidentally select Share with customer, as this is the "primary" selection matching the colour for the Internal comment buttons previously used The impact of this mistake could be high , for instance, private data being sent inadvertently to the customer. h4. Suggested Solution A user editing a comment is likely to wish to keep the same visibility, thus the primary seems appropriate. A user adding a new comment - we don't always know which is the primary action the user intends - posting a customer facing comment or internal. Thus is seems appropriate to remove the blue aui-button-primary from share with customer. |