Automation rule to send a message when comment is added

[Bianca de Weerd]

Why keep the audit log saying, doesn't match the condition when "reply to customer". I only want to send the comment when it's not internal.
Whe I remove the condition the external and internal comment is sent to the customer.

[Trudy Claspill]

Hello @Bianca de Weerd 

I recommend that you try the following.

1. Remove the condition from the trigger.

2. Add a Log action after the trigger to log the Body of the comment  and the {{comment.internal}} value to the rule audit log so that you know exactly which comment it is process.

3. Add the Condition after the Log action.

Retest and share with us the results.

[Bianca de Weerd]

it was false instead of False

Thanks

[Bianca de Weerd]

Oke it worked with 1 comment. when using comment.internal and there are 5 comment, the response is false, false, false, false, false.

Why is it so hard to check the "reply to customer" comment :-(

[Trudy Claspill]

Hello @Bianca de Weerd 

Can you show us your current rule, and the details of the trigger?

Can you show us the audit log where it documented values for multiple comments?

The rule should be triggered separately for each comment as it is added.

{{comment.internal}} should provide just one value, not multiple values, and it should be the value for the one comment that triggered the rule.

If 5 comments were added then the rule should be triggered 5 different times.

[Bianca de Weerd]

I have 3 internal comments (first 3) and 4 reply to customer 

LOG:

work item transition 20/11/2025, 08:17:45

Log action 20/11/2025, 08:17:46

Log

true, true, true, false, false, false, false

Log action 20/11/2025, 08:17:47

Log

Afsluiten ticket

Smart value condition 20/11/2025, 08:17:47

The following work items did not match the condition:

PWFD-46

[Bianca de Weerd]