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In Service Desk you have an option to comment internally or to your customers.
When my automation kicks in where when a ticket transitioned to a certain status in Service Desk is created on Software and I Comment on the Software ticket - is there a way to choose if you want that comment added to internally or to your customers on the Service Desk side?
How do i setup this rule?
Ticket is created on Service Desk
Ticket is transitioned to certain status and rule kicks in
Ticket is created on Software
When you comment on the ticket on Software how can you set it up so that you can choose if you want to comment internally or to customers on your Service Desk side.
See attached fields i required in Software
Hi @Vanessa Becker ,
In your automation rules you have an action called "Comment on issue"
For that action you can choose what type of comment it needs to be (comment visibility)
Of course this is only available for a JSD/JSM project as a Software project doesn't have external/customer comments.
Because JSM does not offer an option to change default, our team has created an app which 1) allows an agent to be prompted before sending a message to customers and 2) changes the default setting to respond internal rather than to customer if desired. Within the app you can add rules based on specific projects, issue types and customize the message for the dialog.
Please let me know if you have any questions!