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

Дата публикации: Sep 19, 2024
Описание

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.
 
Решение


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.
 

Номер статьи базы знаний

000389744

 
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Salesforce Help | Article