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Condition for public comment not present?
Answered
Posted Dec 01, 2021
We'd like to setup a notification trigger for when an agent changes a ticket to Solved but did not add a public comment. However, the "Comment" condition does not have an "Is Not" operator (to use with "Present, and requester can see the comment"), nor an "Is not present" value to choose. Ideas / solutions? Thanks
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3 comments
Heather Rommel
Hi Ryan P. I hear you!
I have 2 options for you, the first kind of stinks.
Option 1:
Pros: easy to put in
Cons: convoluted! Also sometimes an agent set the ticket to Solved and THEN added a comment to the customer so it can be annoying to the Agents until they get used to making the comment at the same time as submitting as solved.
2nd option:
I wish there was an easier way! But hopefully one of these help.
Sincerely,
Heather
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Ryan P.
Thanks for the ideas! Both make sense. Yep, just wish the criteria has an "Is Not" operator to make it easy...
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Brenda Piersak
I too was looking for an Is Not option. Thanks for the post Ryan!
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