how to find users last comment date

[Joshua Lawrence]

After a user hasn't commented for 4 days, we give them a warning then close their ticket.   Is there a advanced search command like lastusercomment, and that will return the date the user made their last comment?

[Arkadiusz Wroblewski]

Hello @Joshua Lawrence 

What is your use case for that?

There is an official KB article, but I do not know if this solution fits your demands.

https://support.atlassian.com/jira/kb/how-to-create-a-customer-ticket-follow-up-process-in-jira-service-management-using-automation/ 

Best,

Arek 🤠 

[Anwesha Pan]

Hi @Joshua Lawrence 👋🏻

You can try the following steps using custom field method with automation:

1. Create Custom Fields: Create 2 new custom fields:
   • Last Commented By: User Picker (single user)
   • Last Comment Date/Time: Date Time Picker
2. Automation: Create an Automation rule:
   • Trigger: Configure the automation to trigger whenever a new comment is added to an issue.
   • Add a smart values condition: Add a condition to check if the `Assignee Name` equals the `Comment Author's Display Name`.
   • Action: Edit Issue: If the condition is true (meaning the assignee made the comment), update the "Assignee Last Comment Date" custom field with the current date.
     • Last Commented By: {{initiator}}
     • Comment Date/Time: {{now}}
   • 
3. Create a JQL Query for Reporting: Use a JQL query to identify tickets where the "Assignee Last Comment Date" is older than your team's agreed-upon update frequency (e.g., more than 1, 2, or 3 days).
   • To close the ticket: Add a Scheduled trigger to run your JQL query daily, followed by an action to Transition issue to "Closed".
   • To send a warning: Create a separate rule that fires when "Last Comment Date" <= "-4d" to send an email notification, and use a separate status for "Waiting on Customer"

I hope this helps & resolves your issue. 🙂

Thanks,
Anwesha