When a case's state is modified using an action the test inserted into the comment title and body is not-configurable and rather opaque. I see several options:

  1. We come up with some magical text that will work all the time.
  2. We somehow allow users to pick the text they'll use as the invoke an action.
  3. We let administrators set the text that'll be used.

Comments

Grayside’s picture

Grayside commented

I think all three are valid options. I say "1" be tackled as an interim solution, and the other two implemented for long-term usage. "Case changed." could be more approachable, but whatever the text becomes it should be brief.

User-configured text is probably useful in many situations when the update is for a special reason you may wish to advertise. For example, if you add a new status and want to apply the change, you may want to notify everyone of the change.

Administrator-configured text seems like the natural target for this functionality- think of the Drupal Testbot. Support for Tokens might be a nice goal as well.