Any way to store a value in custom field and not update it ?

Hi,

I'm working on some automation rules, and have a requirement to only store the value in a Custom field once and never update it until ticket closure.

Currently its working as below.

1) When a ticket receives a comment starting with "Your request (1234) has been received."

2) A variable searches and stores the value 1234

3) The value is added to custom field

4) An email is then sent

The issue is when a new comment is added, the previous custom field value is updated which I don't want.

0 answers