Need Multiple Submit Comment Buttons with Different Actions

Question

Due to compliance issues, there are times when we can't show the message contents to the customer in an email from JSD.

But there are many times, when we are not including sensitive information in responses back to the customer.

Is there a way to configure 2 buttons to respond to a customer on a ticket? The first button would respond to the customer with a canned message telling them that their is an update to their ticket. The other button would also fire a message to the customer, but show the message contents to the customer.

Payne · Answer

One possible solution ...

Create a transition (it can be made circular so that it doesn't change the status of the issue) that through a post function (e.g. ScriptRunner's "Send a Custom Email") sends an email to the customer. You could do this for your canned response ("An update has been made to your ticket"), and then for any other instance in which you wish to send information to the customer, use the standard comment box and the "share with customer" button.

Qu3ntin · Answer

Hi,

I am not sure if I clearly understand your need, however here are the 2 points you could explore:

Internal and shared comment: manual comment or automatic comment

The customer notification setting: here can configure every notification.

With a custom notification, you can add internal or shared comment as well with your email.