Application Server

On August 27 at 1:30 PM PDT, a problem was detected where private notes could get emailed to customers. This could happen if the Ticket Preference “Ticket Comments - default to Internal instead of External” was set and the Ticket page was not refreshed. Once detected, we were able to identify the problem and deploy a fix by 3:40 PM PDT.
Moving forward, we are are looking at specifically how to better consider that setting when making any kind of changes around tickets, and looking at generally how to better consider all of our settings when changes are made anywhere.