Comment once when two fields are changed

[Paul Wiggers]

Hello all!

I am stuck and can really use your help.

When the priority is changed, I want to inform the customer about the new priority and the impact this has on their SLA and expectations. This is simple enough and no problems there.

However, we determine the priority based on the values of two fields Impact and Urgency. When one of those fields change, the priority can change as well and this should result in a comment as triggered by the above mentioned automation.

This problem arises when both fields change. Currently, this is triggering the automation twice, resulting in duplicate comments and I cannot figure out how to circumvent this.

• We need to keep monitoring both fields since they both can impact the priority.
• Need need the automation to post multiple comments since they priority can change over time and you need to keep the customer informed over time.

Perhaps you can provide some advice on how to proceed?

How can we post a single comment when the priority is changed after one or both of the fields have changed?

Thanks in advance!