In the latest VTiger 7.0 release a feature was introduced which allows the comments to be set to Internal (private), meaning that only the users (vtiger) will be able to see the comment, while the portal users (contacts) will not. This feature is really helpful to restrict the visibility for the portal user and keep sensitive or technical details from the customer.
One of our customers requested to enhance this feature where they would be able to slip the switch and set the comment to be internal (private) or external (public). In the standard VTiger, if the comment is set to internal or external – it can no longer be changed, however – we added the switch which allows that – see #1.
Next, we added a “Post to Resolution” field, which basically creates a comment as well as updates “Solution” and “Status” fields on the ticket. This eliminates the need to go back and update the ticket those fields manually. See #2.
In addition, to make it even more flexible, we enhanced ticket workflows to support both Internal and External comments, meaning that you can trigger different emails when the private comment, while the same email would not be triggered as if an public comment was added.
That’s just one of the VTiger customizations we’ve done – please give us a call if you need such solution or anything else related to VTiger.