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I have noticed that when updating a case, if the Cas Comments (dialog) is left blank, it is still added to the "Existing Case Dialog" as a empty dialog. Is there a way to edit the update feature so that it does not add a blank dialog? If the Case Comments are empty (trimmed of white space), then the Existing Case Dialog is not updated?

Seems like this would be a fairly simple "If..Then" conditional statement, but need to know where I can make the change in the Action.

Can you point me in the right direction?

Hi pdx971,

When updating a case using the Edit Case screen, you can use the Save Case function on the Save button to save the case details without adding an activity. This will prevent a new entry in the Existing Case Dialog.

Alternatively, if you are adding an activity without comments (and thus using the Save Case, Activity & New Activity function of the Save button), you can make the activity internal by ticking the Internal? checkbox under the Comments section. This will allow you to log an activity without having it appear in the Existing Case Dialog.

Hope this helps.

- Justin