How to change notification comments added name with specific user name

[Hari S1]

Hi,

Is it possible to change notification comments added name(highlighted below) with specific user name for all the time when comments added?

Thank you in advance!

[OlaN]

Hi,

Possible yes, but why? What's the use case of transforming all user names on comments into one fixed user?

[Hari S1]

Hi @OlaN ,

When a ticket is created and assigned to our group, we automatically add additional comments with a specific username using a business rule(please refer to the script below). After the comments are added in the ticket, we send a notification to the caller. We would like the notification to include a specific username, which is the name of the assignment group user.

Thank you

[OlaN]

The image you refer to is a notification, that is probably constructed of a couple of mail scripts.

If you replace the mail script that adds the comments with your own custom one, I guess it would be possible to set a fixed name.

But a far easier way would be to have the system generate the comment instead, then you will not need to do all this custom stuff.

This can be done by creating a Flow (that runs as system) and that writes the comment in the record, in the same way as your business rule does today.

Also, on a side-note, avoid using current.update() in business rules,

because it might trigger an infinite loop of updates on the record.