Unable to Take Ownership of Feedback
Other Participants Can View Feedback Despite Being Set to "Private"
Unable to Modify Feedback
What to check for:
Feedback Roles: Is this user on a team that has the “Moderate Feedback and Replies” role enabled for the Feedback Type? (Note: This is a default role for the Project Manager Team but will need to be enabled for additional teams such as an Internal Support or Triage Team).
Why:
If the “Moderate Feedback and Replies” role is not enabled via Feedback Roles for the selected Type, then the user won’t be able to modify any feedback within that type.
Suggested Solution:
Review the Feedback type Feedback Roles and ensure the “Moderate Feedback and Replies” role is enabled for the user’s team. Additionally, you can add the user in question to an existing team with this role currently enabled.
What to check for:
Workflow: Is this user on the “Ownership Team”? (Note: Project Managers will not be on the Ownership Team by default since the Ownership Team is typically intended for Internal Support or Triage Teams)
Why:
Only the current Feedback Owner/Ownership Team can modify feedback and will have access to “Check in/out” hyperlink to modify feedback.
Suggested Solution:
Add the user to the assigned Owner Destination team that reflects via Workflow for the selected Feedback status. Additionally, review and modify the Feedback Type Workflow to update the status row (For Example: “New”) to ensure that the Owner Destination Team is updated and the ongoing feedback for the selected status goes to X team to have the ability to modify the feedback (Check In/Out).
Unable to Take Ownership of Feedback
What to check for:
Ownership Access - Is the user on the Owner Destination Team for the feedback?
Why:
To check out a piece of feedback the user will need to be on the team that owns it (if the feedback collaboration "required" option is enabled).
Suggested Solution:
Review the Feedback Type’s Workflow. The user can be added to the Owner Destination Team to be able to check in/out the feedback.
Other Participants Can View Feedback Despite Being Set to "Private"
What to check for:
If the team has access to "view team submitted feedback" or "view all" feedback roles.
Why:
If a specific team has access to "view team submitted feedback" or "view all" then a piece of feedback meeting those criteria (submitted by their team or is a member of "all") will be visible even when a ticket is made private.
Suggested solution:
If you only want admins and the submitter to view the ticket when made private the desired team will only need access to the "view public feedback" and view submitted feedback" feedback roles, in this case.