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automatically add a reply to customer comment

Mariena Quintanilla
Mariena Quintanilla Nov 30, 2021

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.

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David Fischer _Appfire_
David Fischer _Appfire_
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Nov 30, 2021

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

David

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1 vote
Curtis Diaz
Curtis Diaz Dec 01, 2021

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

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Fabian Lim
Fabian Lim
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Dec 01, 2021

Hi @Mariena Quintanilla

Mira este post. Tenes que chequear la opción de share with customer. Link: https://community.atlassian.com/t5/Jira-questions/Copy-quot-External-Public-Customer-quot-comment-to-linked-cases/qaq-p/1372785

Saludos

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Raphael Henrique Fernandes Lopes
Raphael Henrique Fernandes Lopes Nov 30, 2021

Hello.

One question, do you use JMWE?

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