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Client's last comment Edited

Hi I would like to diplay the Client's last comment if it exists. I am trying to find a smart value for it but couldn't.

 

{{issue.comments.last.body}} could work, but how to determine which comment is clients?

Thanks

 

5 answers

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Answer accepted

Ok I got it, what I did is made a custom_field, added a rule in automation that when comment is added by a customer, it saves the body of the comment into a custom_field.

The rule sends an email when the comment is triggered by a Service Desk person, but when it is triggered by a Customer it just saves the comment into the custom_field for a future usage.

0 votes
Jack Community Leader Jun 07, 2021

What triggers this automation rule? If you want to capture the comment if it is done by a customer at the time the comment is made then consider using the following if block in your conditions. 
85433F36-6A5A-41BD-9632-47E88A9D7EB9.jpeg

The automation rule works as presented :

When comment is added, the rule checks if the comment is external, then it sends email, in that email i want to put a smart value of THE LAST CUSTOMER'S COMMENT if it exists. So that the client know's what he was asking about.kom.png

I just need a smart value for the last customer's comment if exists. nothing more is that so hard to achieve?

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