Issue Summary

When some negative comments are added to the JSM requests by customers, the Sentiment field does not identify them as negative. This results in the sentiment field to be moved to neutral and not negative. This represents an incorrect customer sentiment on these JSM requests.

Steps to Reproduce

1. Create a JSM ticket and send the following comments from customer portal while reviewing the change in Sentiment field.

• You're out of my league. Can you put someone more sensible in charge of this request?
  How long do you want me to keep you waiting?

• This is realy bad

• You are awesome. Thank you!

• You are not getting anywhere. Would you please put someone who can talk to me in charge of this request?

• Your support is useless

   

Expected Results

The negative comments should be identified appropriately and the sentiment should move to negative instead of neutral

Actual Results

The sentiment is moved to neutral

Notes

NA

Workaround

NA