How to report an external vs internal comment in the output of an automation

[Steve Hyde]

In JSM Cloud, I have an automation rule that runs against all open issues that are in an "awaiting" status that have not been updated in over a week.
The automation then sends an email to the assignee (and after a few more days their manager) informing them that they need to update the issue.

The email contains the text and the smart values
The most recent comment on this issue was by {{issue.comments.last.author.displayName}} on {{issue.comments.last.created.longDateTime}} and states "{{issue.comments.last.body}}"

which produces the output
The most recent comment on this issue was by Steve Hyde on February 25, 2024 at 6:05:13 PM UTC and states "External Comment"

Is there any way that I can distinguish in the smart values whether a comment was external or internal, and only report the body of the last external comment ?

**EDIT**
I've found the {{comment.internal}} smart value that returns true or false on whether a comment is internal or not, but haven't found a way to use that to parse the comments to identify the most recent external one and report the body of that particular comment.

[Kris Dewachter]

Hi @Steve Hyde ,

I guess your best chance is to create an  "Advanced Branch" in your automation rule to loop over the comments, and select the most recent external one. I guess the comments will be sorted in a specific order (newest or oldest first).

Best regards,

Kris