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Prevent commenting empty

Christian Wolfram_sfjw7z

If various fields are changed on a ticket without commenting on the ticket, we always get a new comment that only contains the date and time of the last action. Is it possible to make the change visible as a comment or can we disable such empty comments?

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Rebekka Heilmann _viadee_

Hi @Christian Wolfram

are you referring to changes by the Agent in the issue? Or is the customer editing fields in the Request view (in the portal) - if so, are these fields part of a form or are you using a third party App to make Edits of "normal" fields possible?

Christian Wolfram_sfjw7z

The changes are made by an Agent, we don't use customer portals in this project.

Rebekka Heilmann _viadee_

Changes made by Agents don't usually generate comments. They only appear in the issue history. I guess you have implemented Automation rules that will create a comment. You can edit the text of that comment in the respective rule.

If it is triggered by Field changed, you can access the old value and the new with smart values:

{{fieldChange.fromString}} and {{fieldChange.toString}}

This may also work: {{changelog.Fieldname.fromString}} for old value and {{issue.fieldname}} for the current value

Christian Wolfram_sfjw7z

I have checked our automation configuration, but there isn't an entry for an action if an triggered field is changing.

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