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Hi Team,

 

I need help in below requirement:

How i can configure the workflow ?

 

When agent updates the existing content on Solution description field with new content, the previous content is overwritten by the new content. 

The previous content should be captured in the details part of the ticket for agent reference (Captured as a note for reference and not triggered to RS as an email).

 

In actions there is no direct placeholder for the capture previous content for solution description.

Please help.

 

Thanks

JM

Hi there,
I’m afraid this cannot be achieved in Freshservice workflows because even if create a workflow to update the previous description in some custom field, it will update the same field for all description changes and switch to the current description only. 

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