Email notification that will only be sent if additional comment is posted via portal or via back end

[Anastasia Ty-Ch]

Hi everyone!

Is it possible to identify if the Additional Comment on RITM was posted via portal or from back end?

We need to create two a new email notification that will be triggered if:

1. The additional comment on RITM is posted via portal

2. Additional comment on RITM is posted from the back-end

[skelchie]

Hi Anastasia,

I think it is not possible to identify if the additional comment is created via portal or via backend. However, it might help to look at the users who are updating the record. If the requested_for or opened_by has made the comment, most likely (Only if they are also an agent, they have the possibility to add a comment via portal) the comment will be made via portal.
If the comment is posted by another user it might be an agent who has made the comment while working on the incident in the backend or a workspace.

Best regards,

Sebastian

[Dr Atul G- LNG]

Hi @Anastasia Ty-Ch 

May i know the business case for this? It is not easily achievable, bcz you need to check which UI Action is clicked and then trigger notification.