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

[Waseem Haddad]

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

[Salzi]

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

[Waseem Haddad]

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

[Salzi]

try this

[Salzi]

try this

[Waseem Haddad]

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]

[Waseem Haddad]

It works now thank you so much 

[Salzi]

just do an else condition that creates a public comment

[Waseem Haddad]

Thank you, it worked.

Have a great day