Brandon Tidd Brandon Taylor

Hi Brandons!

I found kind of a no duh solution to this issue. Instead of focusing on adding field values to the initial comment on the ticket when it comes in through the back end, I created a target for each form that places an internal note on the ticket when it is created that includes the values of all of the form fields and then switches to the team's default form. I know this is not best practice at times, but I do not think this specific scenario creates a race situation as it can only fire when the ticket is created and the field values are already populated.

I was also able to streamline this comment dynamically using liquid markup by saying, only list this form if the condition on it appearing is satisfied. In this case it is a checkbox:

{% if ticket.ticket_field_321 contains 1 %}
**IP Ranges:** {{ticket.ticket_field_123}}
{% endif %}

It would be pretty sweet in the future if adding an internal comment was just a normal trigger action though.