Add a comment

  1. Click Comment Thread that appears towards the end of the solution on which you want to comment.
  2. Click New Comment. The Add Comment pop-up window is displayed.
  3. Select the Visibility: You can set the visibility of a comment to be hidden in the Self-Service Portal or in both the Support Agent and Self-Service Portals. When a comment is added to a comment thread, the new comment inherits the visibility set for the parent comment. The following visibility options are available for comments:
    • All - The comment is visible to all.
    • Agents and Authors - The comment is hidden from the Self Service Portal users and is visible to the Author and the Support Agents.
    • Authors Only - The comment is hidden from the Support Agents and the Self Service Portal users and is visible only to the Author.
  4. Type in your comments.
    Ensure to set the visibility of the comment before you start typing the comment because the comment field is cleared if you set/change the visibility after typing the comment. You can @mention a user while writing the comment. The user’s list will be shown based on the option selected for visibility. For example, if the visibility is set to Authors Only, the @ list will display only the list of authors. The tagged user will receive an email notification. Notifications can also be viewed in Solution Manager under the User Feedback Tracking menu.
  5. Select Flag for Review if you want to mark this comment to be reviewed later. You can view the flagged comments of a solution under its History > Feedback History.
  6. Click Save to post the comment.

The comment will now be visible in the Solution Manager. It may or may not be visible in the Support Agent and Self Service portals depending on the visibility.