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{!Case.Last_Case_Comment} Merge Field in Email Template Only Sends Last Public Case Comment

Fecha de publicación: Sep 19, 2024
Descripción

Existing Merge Fields for Cases documentation indicates the merge field will include "The description of the most recent comment to be created on a case."

However, this is misleading and the case merge field {!Case.Last_Case_Comment} is currently designed to only include the last case comment if it was marked as Public.

So if a case has no comments marked as public then the merge field value may be blank in corresponding email. Alternatively, it may only include the last public case comment that was made.
 
Solución


If you require case owners to be notified when new public or private case comments are placed on cases they own, consider enabling the "Notify Case Owner of New Case Comments" preference as outlined in Customize Support Settings.
 

Número del artículo de conocimiento

000389744

 
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Salesforce Help | Article