How to edit a comment using automation

serge calderara

Dear all,

We have cases where issue are created from an external incoming email.

Then when the issue is created, users use the Reply to customer field to add comment to be send back through notification.

The thing that we need to do is that when user add comment through the Reply to Customer Tab,  we need to add to this edited field a special custom field value.

How to do that using automation in order to avoid sending comment updated event before the custom field gets combined to the user comment ?

Thanks for your help

regards

 

Bill Sheboy

Hi @serge calderara 

I do not believe it is possible to do that with an automation rule before the comment is added.

Instead you could use a rule triggered on Issue Commented, and then use the Edit Comment action to make the change.

Kind regards,
Bill