What controls whether a "comment" dialog pops up on Service Desk workflow transitions?

I'm using the standard Service-desk supplied workflow for " Service Desk Service Request Fulfilment"

When I transition from Waiting for Support to Waiting for Customer, I get a dialog/screen that lets me email a comment to the customer.

When I transition in the other direction, no such dialog/screen pops up.

But in the workflow editor, there is no screen specified for either of those transitions.

So what is controlling this?

 

1 answer

0 votes
Micky Caritte Community Champion Nov 29, 2017

Hi Martin,

The comment field is automatically added to transition screens which might be why it's added in a single transition. Can you please let me know if that precise transition is using a screen? When no screen is supplied, comments should not appear!

Cheers

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