Is Not operator for Comment condition

2 Comentários

  • Pedro Rodrigues
    Community Moderator

    [Edited]

    Hi Ryan P. that's a valid feature request, as there doesn't seem to be a way to achieve what you need. As a workaround attempt, I had posted a solution from the top of my head. Now that I reviewed it, it would just create a silly loop.

    So the following corrected configuration should work, but only if the agent updates the ticket once, then a different non-agent event takes place (e.g. the requester replies), and the agent updates the ticket again... Which is not ideal, as agents might want to update the ticket a couple of times, consecutively.

    Trigger 1: check agent update with public comment
    Conditions

    • Ticket is updated
    • Current user is agent
    • Tags don't contain "comment_agent_public-true"
    • Comment is public

    Actions

    • Add tag "comment_agent_public-true"
    • Remove tags "comment_agent_public-false"

    Trigger 2: check agent update without public comment
    Conditions

    • Ticket is updated
    • Current user is agent
    • Tags don't contain "comment_agent_public-true", "comment_agent_public-false", and "comment_agent_public-notified"

    Actions

    • Add tag "comment_agent_public-false"

    Trigger 3: notify when public comment 
    Conditions:

    Actions:

    Trigger 4: notify when no public comment
    Conditions:

    Actions:

    • Notify something else / other ticket details
    • Remove tags "comment_agent_public-true" and "comment_agent_public-false"
    • Add tags "comment_agent_public-notified"

    Trigger 5: Remove notification tag

    Conditions

    Actions:

    Note: please position these triggers exactly in this order (i.e. Trigger 1 above 2, 2 above 3, etc.).

    Apologies for not being able to solve this one -- you have my upvote 🙂

    0
  • Ryan P.

    Thanks Pedro, I actually implemented a very similar solution as what you posted to setup the tags;

    1. Adds a "public_comment_present" tag with conditions; Comment is Public and Comment is Present
    2. Adds a "private_comment_present" tag with conditions; Comment is Private and Comment is Present
    3. Other triggers can use the tags above for condition parameters
    4. Remove both of the above tags if either is present

    It works but I'm still not satisfied that workarounds like this tend to lean onto tags and this functionality isn't just included as a "native" condition. So I appreciate your upvote. 👍

    0

Por favor, entrar para comentar.

Powered by Zendesk