Add Comment to custom Solution Field on Status Change to Resolved

Question

When changing the status 'In Progress' to 'Resolved' I have created a specific screen. In this screen we can leave a comment to the customer. This in most cases will be a overview of what we have done and what the specific solution is to their problem.

We would like this comment to be entered automatically in a specific custom field named 'Solution'.

Right now, I tried this set up, but it is obviously not working as I feel there are some things missing. I couldn't find how to specify the exact transition screen.

Current set-up:

Thanks in advance!

Valerie Vliegen · Answer

Ah, I meant, what is the reason why I have to add the 'refetch the issue' action?

I understood why the transition event would be a better trigger than the 'made a comment' one.

I'll have a go with the conditional logic in the automation.

ETA: I now know why the 'refetch issue' action was added. That way it gets automatically refresh so you don't have to press the refresh in the browser.

Joseph Chung Yin · Answer

@Valerie Vliegen -

I believe you may got confused with Triggering event and action.  "Re-fetch issue data" is an action which is always available after a triggering event.

The reason for using issue transitioned as a triggering event is because your original ask where you stated - "When changing the status 'In Progress' to 'Resolved' I have created a specific screen. In this screen we can leave a comment to the customer. This in most cases will be a overview of what we have done and what the specific solution is to their problem. ".

It simply means that the rule will be triggered when an issue is transitioned.

In addition, you can also add an advance field comparison condition (example - "

{{smart values}} condition")

to check if a comment is an internal or shared by using the smart value {{comment.internal}} where value is either True/False.

This will help you to ensure only shared comment is used in your process.

Hope this helps.

Best, Joseph

Valerie Vliegen · Answer

Hi, I first tried it without the 're-fetch issue data' and it worked.

But where should I put the 're-fetch issue data' action? Because I cannot add it as the first action of the automation.

Also, what is the specific reason for this action in this automation?