How to edit a comment using automation

[serge calderara]

Dear all,

We have cases where issue are created from an external incoming email.

Then when the issue is created, users use the Reply to customer field to add comment to be send back through notification.

The thing that we need to do is that when user add comment through the Reply to Customer Tab,  we need to add to this edited field a special custom field value.

How to do that using automation in order to avoid sending comment updated event before the custom field gets combined to the user comment ?

Thanks for your help

regards

[Bill Sheboy · Accepted solution]

Hi @serge calderara 

I do not believe it is possible to do that with an automation rule before the comment is added.

Instead you could use a rule triggered on Issue Commented, and then use the Edit Comment action to make the change.

Kind regards,
Bill

[serge calderara]

hello @Bill Sheboy , I have tried that by defining a below

The comment is updated correctly but the probleme I have is that it generate 2 notifications.
The first notification when comment is added and the next when updated.

My goal is to get only the updated notification of comment to be fired as the complete comment field should contain the ThreadID custom field to be valid

Any idea?

regards

[Bill Sheboy]

I do not believe that is possible with the built-in email handlers.  Any updates to the comments would be listed separately in the issue history.

Perhaps there is a marketplace addon with improved email handling that can perform this in one step.

[serge calderara]

@Bill Sheboy is there a way that when we click on Reply to Customer, the comment field gets a default value already set ?

[Bill Sheboy]

I do not know that; I am not using the service desk features of Jira.  Perhaps search in the community for that as "default comment reply to customer".