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

[Steve Kenow]

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

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
>
>
>
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> ------------------------------
>
> 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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