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
Condition for public comment not present?
Hi @panning, I hear you!
I have 2 options for you, the first kind of stinks.
Option 1:
- In one of my instances, I had added a tag solve_comment_needed whenever a ticket was created and the requester was an end user.
- Then I remove that tag when the ticket was set to solved AND a comment is Present.
- Then I had yet another trigger (at the bottom of your list because order matters here) that reopened the ticket if it still had the tag and added a private comment so the Assignee would know to make a public comment before solving.
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:
- Create a Resolution Summary custom text field, add it to the applicable forms.
- Make it a required field at Solve.
- Optionally include the custom field placeholder in the trigger that sends out the Solved Ticket notification to the customer.
I wish there was an easier way! But hopefully one of these help.
Sincerely,
Heather
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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