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Ability to Add comment for Automation Rules Action

Set up an Automation rule where a comment can be added to an incident once a State has been changed to a specific State.

There is no "Add Comment" option when setting up the "Actions".

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automation rules

New Feature

SolarWinds Service Desk

service desk

Status: None

Comments

dustabor

This was a feature in WHD i miss once we moved over to SWSD

jlirette

We want this feature as well. Our use case is: This could be a solution to update an incident with a comment to inform the requestors of the advantages of using the portal rather than sending an email to create a ticket.

danielaharon

@jlirette The ask makes sense and we will consider this and other automation rules extensions as part of our roadmap planning.

Please note that for the specific use case you mentioned, you could use the following approach:

1. Create an email template that guides requesters to use the portal for all service requests

2. Define an automation rule that triggers on new incidents creation that originate from email

3. In that automation rule, send a notification to the requester, using the email template you created

Here's an example with screenshots:

1. Generic template definition:

2. Automation rule trigger

3. Automation rule action

4. The notification the requester received

I hope this helps.

Daniel