How to mark comments as "relevant"

[akunnari]

Hello,

I am going to export my Jira-Tickets into our companys own ERP-System.

We sometimes need input from our customers on certain issues, that they are to communicate using the jira service desk helpdesk. Now I would like to simplify the process of extracting only the relevant comments from an issue for my interface to process.

My initial idea was to make our agents edit the comments, which are relevant with a certain tag, which the interface can recognize, then extract the comment and then change the tag to avoid duplicate extraction of a comment.

This is OBVIOUSLY a super dumb technique, which I do NOT want to use. But I haven't been able to find anything better so far...


Does anyone know of an addon, which would allow for the addition of a checkbox in the commentfield, which would set a Tag in the data of the issue, so that I could extract the comment via REST, without having to search through all the text of the comments?

I hope I was able to explain what I am trying to do and I hope someone knows of a nicer solution.

Best regards!

[First Dawn LLC]

Hi @akunnari , like you we've also wanted a way to mark the most relevant comments on an Issue. It's especially helpful when there are long conversations, and you want to record and highlight the details that are the most relevant.

We created a Jira Cloud app that allows you to pin one or more comments to the top of your Issue. For your use case, the pinned information is also available as an Issue Property that you can retrieve via the REST API.

The app records the comment that was pinned, when the comment was pinned, and who it was pinned by. You can make it easy to find the most pertinent information at a glance:

The app is called Pinned Comments, and you can find it here: https://marketplace.atlassian.com/1234011 

Try the app out, and let us know what you think. Thanks!

[Jack Brickey]

whatever approach you take will be tedious as the agents will have to go thru every ticket and every comment. my recommendation would be to export all tickets, all fields and delete all 'non-relevant' comments using excel. Yikes! 😳 

[akunnari]

Only the tickets, which are in a certain status, which marks the customer as responsible aka "Waiting for customer" need to be checked, so the agents wouldn't really have to go through all the tickets. And this is not usually a big amount at once. It might have to come to our agents manually transferring the information into the ERP-System, but I'd rather have a workaround