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Status-change comments

Last updated 11/11/2026

Portal Sub-tasks can add a public comment to the parent request when a sub-task changes status, so customers are emailed through your existing customer notification rules. Comments are off by default.

Turn on status comments

  1. Open Settings > Apps > Manage apps > Portal Sub-tasks and pick the service project.
  2. Under Public comment, choose Every sub-task status change or Only when a sub-task is done.
  3. Edit the Comment text (up to 500 characters). You can use these placeholders:
    • {subtask} - the sub-task summary
    • {status} - the new status
    • {key} - the sub-task key
    • {parent} - the request key
    The default is {subtask} moved to {status}.
  4. Select Save.

Good to know

  • Comments are added by the app, so they show the app as the author.
  • The app needs the Add Comments permission in the project. Default permission schemes grant it to apps automatically.
  • Sub-tasks with your internal label never trigger a comment.
  • "Only when a sub-task is done" fires when a sub-task reaches a status in the Done category.