Automations: Send Comment Details for Email Notifications

Idea created by Rachel Martin on Aug 20, 2018
    New Idea
    Score5
    • Russell Kent

    In Automations, there is the ability to create a rules follows:

     

    Trigger: Comment Added

    Condition: Object commented on (and whatever you want here)

    Actions: Notification by Email

     

    This notifies people by email on the generation of a comment on a ticket. Unfortunately, the notification only details the original ticket description, and not the comment that is triggering the notification.

     

    Please can the email notifications be changed to include the details of the comment causing the trigger to be activated?

    What problem will this feature solve?:
    The automation has been designed to notify a group of people with the details of every comment added to a ticket. By providing the details of the comment causing the notification, they can then provide assistance where needed but the ticket can remain assigned to a single person for ownership.