Closed issues with comment from customer after closing

[Michal Kostka]

Hello Community,

The target of my task is to find out issues which they are already closed but customer replied to them after closing. We need to know about these issues and keep them at dashboard. Is there any way how to specify the parameter "reply from customer after closing" in JQL filtering ?

Thank you

[Mark Segall]

Hi @Michal Kostka and welcome to the community!

Unfortunately, this is not possible with native JQL.  It may be possible with an add-on like script runner.

Natively, you could potentially leverage a custom field to indicate a comment has occurred on a resolved issue and use an automation rule like this:

• TRIGGER - New Comment
• CONDITION - Status = (Your resolved status)
• ACTION - Edit Issue
  • Set your custom field to something

JQL would be something like this:

<custom field> is not EMPTY

[Michal Kostka]

HI @Mark Segall ,

thank you for your reply. Yes, I know about script runner, but unfortunately we don't own it. 

Custom field is the way, but only for the new issues.

The problem is already solved tickets.

Thank you anyway, next reason to buy script runner....

[Mark Segall]

The solution I provided should work without having to purchase a 3rd party app.  The automation rule would only edit the custom field in the event that a new comment came in on a resolved issue.  Thus, you'd be able to perform the query against that custom field.  If any results are displayed, that means the issue has a comment after resolved.

[Michal Kostka]

We decided to focus only on the new tickets. We created an automation for adding a label, instead of adding a new custom field (not on already closed tickets, because this automation does not apply retrospectively on already closed tickets).

Automation for adding the label:

We can filter now issues with reply after closed by label.