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Issue transfer and customer response

박성민_학해_ December 19, 2023

1. Customer creates ticket A.
2. Sarah submitted issue A.
3. To request help from another department, Sarah created Issue B from that department's project and linked it to Issue A. She and she designated Tom as their contact person.
4. In issue B, you wrote a response to customer Tom.
5. However, the written response to issue B was not communicated to the customer.
6. Sarah copied Tom's answer from Problem B and pasted it into Problem A.

Sarah wanted Tom's answer to Problem B to be delivered directly to the customer.
She also wanted the reply written in B to be replicated in issue A.

1 answer

1 accepted

2 votes
Answer accepted
AG
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December 19, 2023

Hello @박성민_학해_ 

Please use the automation to copy the comment from ticket B to Ticket A.

image.png

You can use smart value as well:  {{triggerissue.comment.last.body}}

 

Hope this helps.

Kindly Accept the ans if so.

Thanks

Asha

박성민_학해_ December 19, 2023

Hi @AG 

If a copy is made from B to A, will the customer receive a reply?

AG
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December 20, 2023

Hello @박성민_학해_ 

If notification is set on comment added, no matter whether it is added manually or automatically, user should get the notification.

Thanks

박성민_학해_ December 26, 2023

@AG Thank you for answer

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