How to comment on the master ticket and send the comment to all child tickets

Waseem Haddad
Contributor
April 30, 2024

Hello,

How to comment on the master ticket and send the comment to all child tickets.

I tried the automation ( see Screenshot), but it also sent the intern's comments to the customer, and we didn't want that. How can we exclude the intern commments form beeing sent to the costumers.

Please Help

1.png

1 answer

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Salzi
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April 30, 2024

Additionally use a condition that checks whether {{comment.internal}} is true and then create an internal comment

Waseem Haddad
Contributor
April 30, 2024

I am not that expert, can you please help me with the condition ?

 

Salzi
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April 30, 2024

try this

Salzi
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April 30, 2024

try this

Bildschirmfoto 2024-04-30 um 11.20.49.pngBildschirmfoto 2024-04-30 um 11.20.04.png

Waseem Haddad
Contributor
April 30, 2024

Hello, 

it works now and the comment ist now intern.

but in this case the Comments that I want to send to the costumers ( Kunden Antworten/ Costumer relpy ) are not beeing sent to them, is there any was to activate that?

 

Kunden Antworten/ Costumer relpy -> Comment will be shared with costumers

Internen  Hinweis hinzufügen/ Internal Comment -> will stay Intern 

 

Waseem Haddad
Contributor
April 30, 2024

2.png

Waseem Haddad
Contributor
April 30, 2024

It works now thank you so much 

Salzi
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April 30, 2024

just do an else condition that creates a public comment

Bildschirmfoto 2024-04-30 um 11.49.03.png

 

 

Waseem Haddad
Contributor
April 30, 2024

Thank you, it worked.

Have a great day

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