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Differentiate emailed comments vs internally added comments

Samantha Slagle
Samantha Slagle I'm New Here Jan 17, 2023

Hi Everyone! 

 

I was wondering if anybody knew of a smart value or condition that would be able to differentiate whether a comment was added to a ticket through email, or whether it was added internally by an agent. (Both of these would be customer visible comments).

 

Thank you in advance!

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Connor
Connor Rising Star Jan 17, 2023

Hi @Samantha Slagle I'm not 100% certain but I don't think that's possible. Closest thing I found within the API is differentiating between an Internal (only agents can see) and Public (everyone can see) comments. https://docs.atlassian.com/jira-servicedesk/REST/3.6.2/#servicedeskapi/request/{issueIdOrKey}/comment-getRequestComments 

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