Thanks 3a5187e05fb5 

The rule (Automation Rule) I created has the following conditions (I assumed the 2nd condition would only look at External/Customer comments).

Trigger

When: Rule is trgiggered on

All comments

Conditions

Initiator is not Work item reports

AND

comment.isinternal equals false

If the above Conditions are met, this is the notification rule I created:

Comment History:

#issue.comments.reverse
created
author.displayName wrote:
body

/

Is my condition above the problem?

Thanks!

use this in your email automation and you're good to go - will only email the public comments : 

———-—
Reply above this line.

#issue.comments
^internal
From: author.displayName
Sent: created
body
<hr>
/internal

}

Hi everyone.  

I found a way to include the entire Comment History through E-mail communications/notifications (using Automation rules).

However, there is one issue I am having...
As you know, when working a ticket, the worker/assignee has the ability to add Internal Comments or External (Reply to Customer) Comments.
For some reason, ALL comments are visible to the Customer.  So, I can get the History, but it includes ALL History (including the stuff marked as Internal).

But, if the Customer decides to pull up the ticket in the Customer Portal, they see exactly what they are supposed to see (just External/Customer comments, nothing else).

So, the rule I created does somewhat work, but I cannot figure out a way to limit the content to just the Customer comments (yet).

Anyways...If anybody here is interested to see the rule I created which sends the Customer the entire Comment History through e-mail, please let me know.

Thanks!

We are moving from mere E-Mail communication to JSM. We also hear that customers want the complete history, since it is hard to follow the issues if they are in progress for weeks --> This is the case especially for developer escalations.