add text to the standart Resolve comment

[Saida Aslanova]

Hi!

On Resolve screen, if it is transitioned manually, user inserts the comment in the Comment field, and this comment is sent to the customer with the Customer Satisfaction dialog. Now I want to add automatically a text to this comment.

When using "Add a comment" it sends 2 separate emails. How can I concatenate a comment and this additional text to send it within the satisfaction email?

Thank you!

[Fidel Castro Armario]

Hi @SaidAslan,

Try using "Copy a parsed text to a field" post-function with a configuration similar to this one:

Note that %{00127} is field code for Transition's comment.

Insert the post-function after "Add a comment to an issue if one is entered during a transition." post-function, like shown in the screenshot:

[Saida Aslanova]

Hi Fidel, This doesnt work for customer satisfaction, if there is not any comment while transition.

Hi Saida Aslanova Azer, The request has been resolved. – 01 - IT ServiceDesk

is generated automatically if there is no comment while resolving the issue. Now I want to add there (instead of "The request has been resolved") some text.

[Fidel Castro Armario]

Hi @SaidAslan,

Try the following boolean expression in parameter Conditional execution:

%{00127} != null

[Saida Aslanova]

No no no :) I need exactly the opposite. IF Transition's comment = null, THEN set as Transition's comment some text.

if use "add a comment", the system generates 2 separate emails as in the screens I've added.

[Fidel Castro Armario]

Then @SaidAslan, try the following boolean expression in parameter Conditional execution:

%{00127} = null