Is it possible to change the behavior of a notification based on issue status

Hello,

I would like to know if it's possible for  "Issue commented"   notification to behave differently when the status of the ticket is "closed". 

To give more details, I would like the "issue commented" action to send a notification to the customer & agent only, as usual. However, only when the ticket is closed,  I want the same "issue commented" action to send a notification  to all of the agents. 

I am open to suggestions if I can accomplish the same task through another add-on or though another feature.

 

Thanks,

Baybars 

1 answer

0 votes
Joseph Pitt Community Champion Jun 23, 2016

You can create your own event and change the one fired. Normally I have a 'closed' event for that.

I already have a similar setup with this instance but that's not what I need. Not sure if you can change what action "commenting" does but I want it to stay the same for when the ticket is NOT closed. Only when it's closed, I want comments to trigger a specific event. 

Joseph Pitt Community Champion Jun 23, 2016

I misunderstood. I was thinking the comment was on the close transition. I believe you'd need a script or listener that checked the status every time a ticket is updated. I don't use those so I can't help with how to write it.

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