Introduction

This article walks through the workflow for comments and internal notes. Help requests are viewable from the activity feed, and you can learn more about requesting help by visiting Working with AROs.

While addressing an issue that generated an ARO, you may request help and correspond with our analysts to address the issue. You can also continue the dialog using internal notes and comments, all of which is stored in the ARO's activity feed. Along with comments and notes, the activity feed also tracks the ARO’s entire lifecycle: creation date, status updates (Opened, Closed, Resolved, Dismissed), mitigation step updates, and any change to the assignee or watcher.

This article explores the activity feed, the difference between notes and comments, and how to post them.

• Comments and Internal Notes
  • Leaving a Comment
  • Leaving an Internal Note
  • Changing Comment Types while Drafting
• Filtering and Sorting the Activity Feed
• Activity Notifications

The example below shows an ARO's activity feed. We can see that help was requested on the ARO, and Field Effect responded with guidance. The client user sent an internal note to confirm the issue was addressed, commented that it was closed, and then resolved the ARO.

Comments and Internal Notes

Users can leave either a comment or an internal note on an ARO, and the difference between them is based on user visibility:

• Commentscan be seen by all members in your organization, and Field Effect analysts.
  • Comments are to be used when you want to discuss the ARO between partner and end client users, but do not require a response from a Field Effect analyst. In cases where assistance is required, make a help request.
• Internal notes can only be seen by members of your organization.
  • Example 1: a client’s internal notes can’t be seen by MSP users, if the client is managed by a partner.
  • Example 2: Partner internal notes can’t be seen by the client’s end users.

Leaving a Comment

To leave a comment on an ARO (that will not create a help request), scroll to bottom ARO's Activity Feed and click Comment.

The dialogue box will open for you to create your comment. If the message contains sensitive information, select the “this message contains sensitive information.” If selected, the contents of the message will only be accessible by viewing the ARO in the in the MDR Portal and not shared in any email notifications. After making your comment, click Comment to publish it.

This comment will then be visible in the activity feed, and viewable to all MDR Portal users within their organization, and MSP users if the client is managed by a partner.

Leaving an Internal Note

To create a note that can only be viewed by members of your organization, click Add Internal Note.

In the example below, the partner user is creating an internal note that will only be visible to Bulletproof MSP users. After drafting your internal note, click Add Internal Note to publish it.

Once published, internal notes are marked in grey on the Activity feed.

Changing Comment Types while Drafting

If you decide to change a comment into an internal note, use the dropdown menu to while drafting your message.

Filtering and Sorting the Activity Feed

The Activity Feed keeps a record of all ARO activity: creation date, status changes (dismissed or resolved), mitigation step updates, help request comments, and internal notes. The feed can be organized based on the following:

• Sorting: Oldest and newest first
• Filtering:
  • All: shows the creation date, every status change, mitigation step update, comment and internal note added to the ARO.
  • History: shows ARO event events logs (creation date, status changes, mitigation step updates).
  • Comments: shows comments and internal notes made to the ARO.

Activity Notifications

When an ARO is updated with new activity, users watching the ARO will receive a notification via SMS or email, depending on their profile settings.

When leaving a comment or internal note that includes sensitive information that you do not want included in notifications, select the sensitive information checkbox. This will remove the contents of the message from the email notification, keeping it only viewable from within the MDR Portal.