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automatically add a reply to customer comment

I would like to be able to post a comment that is triggered by an event (in this case  change in status).

The automation rule I created however seems to be posting a comment as an internal note which means the customer won't see the comment. 

This happens even when the automation rule is executed by someone who is an agent in the service desk project.

When looking at automation actions for JSD I do not see an option for a comment.

4 answers

2 votes

JMWE includes a Comment Issue post-function that allows you to post a comment, and you can control the comment's visbility.


1 vote

Everything is very open with a clear description of the issues. It was truly informative. Your website is very helpful. Many thanks for sharing!

0 votes
Fabian Lim Community Leader Dec 01, 2021


One question, do you use JMWE?

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