Hello!
I am developing a solution for the following request: "Customers should not receive notifications about internal knowledge articles being attached to their case".
The way I was going about this was All > Contextual Search > Table Configuration. In the Search Action Configurations associated with the Case table, I found the Attach action and changed the Attach Note Field to work_notes. I added a condition for the kb_knowledge table: Can Read does not contain "users with snc_external". This works great: internal kb articles are just generating work notes instead of comments.
However, we still need kb articles visible to external users to trigger a comment when they are added to the case. What would be the best way to go about this, seeing as I can only have one "Attach" action?
