[Vtigercrm-developers] Internal comments don't trigger 'Comment is added' criteria

[Steve Kenow]

I did find that comments can now have workflows. I created one to update
the field I wanted updated when there were internal comments. Also note -
adding a comment does update the modified time of the parent item.

*[image: RDS Logo]*
*Steve Kenow*
Manager, End-User Services and Support - RDS MN
<https://www.rdspos.com/Minneapolis-Minnesota-Grocery-Point-of-Sale-System>
Direct: (952) 392-2686
Office: (952) 934-4001
Email: skenow at rdspos.com

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------------------------------

Support Questions/Issues? Email rdshelp at rdspos.com (non-emergencies) or
call (952) 934-4002 24/7


On Wed, Jan 17, 2024 at 8:49 AM Steve Kenow <skenow at rdspos.com> wrote:

> I would be fine with that if there was a condition for internal comments.
> We send emails to the owner of the ticket (the only object that apparently
> has the 'internal comment' attribute) when comments are made by other
> teammates or the customer. And, as I said earlier, adding a comment,
> whether internal or external, is used to update another field (last comment
> date - a metric we use).
>
> *[image: RDS Logo]*
> *Steve Kenow*
> Manager, End-User Services and Support - RDS MN
> <https://www.rdspos.com/Minneapolis-Minnesota-Grocery-Point-of-Sale-System>
> Direct: (952) 392-2686
> Office: (952) 934-4001
> Email: skenow at rdspos.com
>
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> <https://mailtrack.io/trace/link/d5e46ac8cfdec7b8ebdc539696dd45306644b800?w=anNrb2xha0ByZHNwb3MuY29t&url=https%3A%2F%2Fwww.rdspos.com%2FProducts-Solutions%2FGrocery&userId=3091118&signature=18b062316c510b1b> [image:
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> ------------------------------
>
> Support Questions/Issues? Email rdshelp at rdspos.com (non-emergencies) or
> call (952) 934-4002 24/7
>
>
> On Wed, Jan 17, 2024 at 2:16 AM Martin Allen <
> martin.allen at exe-squared.co.uk> wrote:
>
>> I believe this is the intended behaviour, as the default workflow setup
>> using that trigger sends the new Comments in an email to the related
>> Contact. If the Comment is an Internal Comment, then this indicates you do
>> not want it to be sent externally !
>>
>>
>>
>> Maybe the wording on the workflow condition could be better i.e.
>> ‘External Comment Added’
>>
>>
>>
>> *From:* vtigercrm-developers-bounces at lists.vtigercrm.com <
>> vtigercrm-developers-bounces at lists.vtigercrm.com> *On Behalf Of *Steve
>> Kenow
>> *Sent:* Tuesday, January 16, 2024 6:02 PM
>> *To:* vtigercrm-developers at lists.vtigercrm.com
>> *Subject:* [Vtigercrm-developers] Internal comments don't trigger
>> 'Comment is added' criteria
>>
>>
>>
>> Trying this on a couple of different instances - brand new install,
>> migrated install, test server for migration and they all exhibit the same
>> behavior. I have a ticket workflow that is triggered on a ticket update,
>> everytime conditions are met and the only condition is (Ticket Comments)
>> Comment,  is added. When the comment is an internal comment, nothing
>> happens. When the box for internal comment is unchecked (an external
>> comment), the actions are taken (update 1 field - a custom field with a
>> date).
>>
>>
>>
>> Has anyone else seen this? I don't see any options to differentiate or
>> add the internal comments to the conditions.
>>
>>
>>
>> *[image: RDS Logo]*
>>
>> *Steve Kenow*
>> *Manager, End-User Services and Support - RDS MN
>> <https://www.rdspos.com/Minneapolis-Minnesota-Grocery-Point-of-Sale-System>*
>> Direct: (952) 392-2686
>> Office: (952) 934-4001
>> Email: skenow at rdspos.com
>>
>>
>>
>> [image: Icon 1]
>> <https://mailtrack.io/trace/link/d5e46ac8cfdec7b8ebdc539696dd45306644b800?w=anNrb2xha0ByZHNwb3MuY29t&url=https%3A%2F%2Fwww.rdspos.com%2FProducts-Solutions%2FGrocery&userId=3091118&signature=18b062316c510b1b>
>>
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>> <https://mailtrack.io/trace/link/b0fdfdd837e0d187e174cae0c9479c9b847c4e36?w=anNrb2xha0ByZHNwb3MuY29t&url=https%3A%2F%2Fwww.rdspos.com%2FProducts-Solutions%2FQuick-Service%2FPoint-of-Sale-Solutions&userId=3091118&signature=b26cf2b23255a2a2>
>>
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>> <https://mailtrack.io/trace/link/9c1116af49d5de3a851b38185dbd7ba07d27def2?w=anNrb2xha0ByZHNwb3MuY29t&url=https%3A%2F%2Fwww.rdspos.com%2FProducts-Solutions%2FRestaurant%2FPoint-of-Sale-Solutions&userId=3091118&signature=78db9a7d4392c7ed>
>>
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>> <https://mailtrack.io/trace/link/c5c6a63b04b163898650fb7e2fdd7312ca923cdf?w=anNrb2xha0ByZHNwb3MuY29t&url=https%3A%2F%2Fwww.rdspos.com%2FProducts-Solutions%2FGeneral-Retail&userId=3091118&signature=1ec7a1d9db94a0f1>
>>
>> [image: Icon 5]
>> <https://mailtrack.io/trace/link/9d0a121b09b0d5e1ba1c5be04c5c2b8d969b7d2c?w=anNrb2xha0ByZHNwb3MuY29t&url=https%3A%2F%2Fwww.rdspos.com%2FProducts-Solutions%2FConvenience-Store%2FNCR-Radiant-Convenience-Store-POS-System&userId=3091118&signature=112f29b42fe5a787>
>>
>> [image: Icon 6]
>> <https://mailtrack.io/trace/link/16b4ffb1c4363203009e09666cb41ce82f3a39c1?w=anNrb2xha0ByZHNwb3MuY29t&url=https%3A%2F%2Fwww.rdspos.com%2FProducts-Solutions%2FRDS-Payment-Services&userId=3091118&signature=84ffb1248e80fb55>
>> ------------------------------
>>
>> Support Questions/Issues? Email rdshelp at rdspos.com (non-emergencies) or
>> call (952) 934-4002 24/7
>>
>>
>> _______________________________________________
>> http://www.vtiger.com/
>>
>
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