Notification Templates - Distinguishing tags

How do I get the correct tag for someone that can trigger the 'new comment added' notification template. There are multiple people that can add a comment, the one I am currently having issues is when a comment is added through a reply from notify, the person that replies was added to the ticket, so they aren't the requestor, creator, or part of the responsible group. What tag can I use to distinguish who is making the comment?

Asked by Justin Goode on Wed 11/20/24 12:37 PM Last edited Wed 11/20/24 12:38 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 11/20/24 1:13 PM

Hello Justin,

Thank you for your question. I guess I am unsure as to what tag you are needing to apply to a notification template for this scenario?

In general, for the Ticket Comment Added notification templates, the tag for {{UpdateText}} will automatically add the comment and the name of whomever sent it. You shouldn't need a tag other than that to display this information.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

1 of 1 users found this helpful.
Where is the name supposed to show up? When testing UpdateText, it has only shown me the text that was written in the update and haven't gotten a name. - Justin Goode Thu 11/21/24 9:46 AM
Check for the portion of the notification template where there is a tag for {{UpdateCreatedUserFullName}}. - Mark Sayers Thu 11/21/24 11:29 AM