How do I configure email notification on new case comment in salesforce.com?

Question

In salesforce.com, I have a workflow that triggers when a new case comment is added via the self-service portal. The workflow rule updates the Case.Status field, which fires another workflow rule on the Case object itself. The end result is an email to the case owner that is notified that a new case comment has been added.

However, I can't find a way of including the case comment itself in the email, so it's almost useless. How do I include the most recent case comment in the email template? I assume it's something like {!Case.CaseComment}, but I can't find it anywhere...

Help!

Answer 1

Wow, you're trying way to hard. Goto Setup -> App Setup -> Cases -> Support Settings and enable the "Notify Case Owner of New Case Comments" option.

Answer 2

I know I'm stumbling across this way after the fact, but the answer is...

{!Case.Last_Case_Comment}

Answer 3

Hi, I enabled the "Notify Case Owner of New Case Comments" option, but it doesn't work... I don't receive notifications. Why can it be?

Thanks

Answer 4

Sorry.. Now I don't have enabled that checkbox and I'm receiving some notifications, but I want to personalize them. Do you know how to do that?

Thanks