How to disable transition comments on the customer portal view

Question

On the customer portal, I give two choices to the customer to continue or stop the ticket.

I have automation unexpected results when the customer refuses AND adds an additional comment.

=> So I'd like to disable the ability to comment in that case.

But couldn't find how to achieve that.

Thanks for your help !

Didier Simonazzi · Answer

Thank you for the detailed explanation. I'm going to give a try with this suggestion. It helps a lot.

Akhand Pratap Singh_z78moi · Answer

Hello @Didier Simonazzi

You received blank values because, changelog only return values if trigger is for field value change, I believe your trigger is for comments hence nothing was returned.

Another approach to this is use of Custom fields (Previous Status and Previous Status ID) and Automation Rule.

Use theses 2 fields: One to store Previous Status Name and Other to store Previous Status ID.

Create Automation Rule to store ID and Name whenever transition happens in these fields.
For ID use Smart Value: {{changelog.status.from}}
For Name: {{changelog.status.fromString}}

Automation Should look like this:

Now in your Current Automation Rule for transitioning to previous status if comment is made, use the Condition where "Previous Status != current Status"
Something like (In my case To Do):

Didier Simonazzi · Answer

Hey,

I'm not familiar yet with smart values.

I wanted to understand better your proposal. In the automation, I sent a mail to myself using the following syntaxes to check what content was inside those smart values

1. {{issue.changelog.status}}
2. {{issue.changelog.status.fromString}}
3. {{#changelog.status}}{{fromString}}{{/}}

None of them returned a value. They're all empty. {{issue.status.name}} returned the current value (just ot ckeck) correctly, but it's not what we're looking for.

Where am I wrong with the three syntaxes above ?

Thx