Client's last comment

[Szymon Ptak]

Hi I would like to diplay the Client's last comment if it exists. I am trying to find a smart value for it but couldn't.

{{issue.comments.last.body}} could work, but how to determine which comment is clients?

Thanks

[Szymon Ptak · Accepted solution]

Ok I got it, what I did is made a custom_field, added a rule in automation that when comment is added by a customer, it saves the body of the comment into a custom_field.

The rule sends an email when the comment is triggered by a Service Desk person, but when it is triggered by a Customer it just saves the comment into the custom_field for a future usage.

[Szymon Ptak]

help

[Szymon Ptak]

I just need a smart value for the last customer's comment if exists. nothing more is that so hard to achieve?

[Szymon Ptak]

The automation rule works as presented :

When comment is added, the rule checks if the comment is external, then it sends email, in that email i want to put a smart value of THE LAST CUSTOMER'S COMMENT if it exists. So that the client know's what he was asking about.

[Jack Brickey]

What triggers this automation rule? If you want to capture the comment if it is done by a customer at the time the comment is made then consider using the following if block in your conditions.