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How to build report on how many comments/replies are made on Service Desk Tickets

Janoah
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October 11, 2022

Is there a way to measure the number of replies that we are sending on our service desk tickets?

2 answers

0 votes
Joseph Chung Yin
Community Champion
October 11, 2022

@Janoah -

In addition to what @Mikael Sandberg suggested, you will have to implement customization to achieve what you wanted.  Here is an idea for you to consider:

1) Create a custom (number type) field and add it to your project/issue configuration.  You can use it as a counter.

2) Create an automation rule (Automation for Jira) and triggered the rule to execute using the "Issue Commented" trigger.  Setup the action to increment the custom field (i.e. +1) by Edit Issue action.

3) Afterward, your issues will have the custom field where you can use JQL to pull the data.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

0 votes
Mikael Sandberg
Community Champion
October 11, 2022

You can use the bubble chart to show the number of comments:

Bubble chart.png

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