Display Assignment Group in Comment Notification

[Amit Giri]

Hello All,

I have a requirement to update the ${comments} in the body of the notification. If the comment is made from the Assignee of the ticket, it should show the comment as below:

 

Has anyone done this? Is it feasible?

[Ankur Bawiskar]

@Amit Giri 

when you use ${comments} it shows name of person who added that comments and the date/time

You want to display comments only when it's added by assignee?

If yes then you need to use email script and check who is the sys_update_by and compare with the ticket Assignee

what did you start with and where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Amit Giri 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Community Alums]

Hi @Amit Giri 

If you want to just check whether the comment is updated by assignee then you can use the following:

1. Create a email script as Ankur suggested and check the updated by value, if it comes directly then perfect otherwise we would need to use regex to find the user by taking the latest comment.
2. Once we have the updated by then we need to check if user is member of the current assignment group.
3. if it is then just print the comment in email script itself
4. use the email script in notification.

If you need help with the code, I can help. Please let us know if you need further help.

Best Regards,

Brahmjeet