@brennand While this exact functionality doesn't exist, you do have the ability to link a Change to Incidents so that Customers can still comment / receive updates that link within the SD side for you to see.
thanks for responding - it's pretty disappointing that it's still not a feature for what I would have thought is a pretty common requirement that business users are included in the change/release requests.
Anyway hopefully it might become a feature soon.
I have created a link between the incident and the release - how do they update each other? How does the customer see the updates - not clear to me how it works...any help appreciated...
@brennand The customer cannot 'see' the incident itself, so you have to manually update it when changes are made.
I thought when I updated a comment in the Release Management that it would also update the Incident and therefore update the customer - but it hasn't - effectively it's a total standalone module - very disappointing.
Is there any update on when the customer communication might be linked to the Release Management/Change Management function?
@brennand While I do not have any updates around this enhancement, we would typically place those notes on the support site: https://support.logmeininc.com/gotoassist-service-desk/help/whats-new-g2asd110008