JQL quey - ticket with many internal notes and many internal responses

[ZOS]

Hello everyone, we are trying to make use of the filter menu to generate queries to extract all open tickets. We are implementing many queries to make the most of subscriptions so that we can automatically send emails to interested people as reminders.

(for example, tickets that have not yet been assigned, untagged tickets, expiring tickets, etc..)

We also need to extract all those tickets that have generated many iterations with internal notes and customer responses.

But we can't find the right field that indicates the number of iterations. Is there a product field? Do we need to provide a custom counter field?

This need arises from the requirement to understand whether we need to improve the Jira management flow, or whether we need to improve our product being sold to the customer and/or the internal management of the help desk or development lines.

Has anyone had the same need?

It is not mandatory for us to use the filter if our request can be fulfilled via a dashboard, or through another extraction.

I am at your disposal, thank you in advance.

[Nikola Perisic · Accepted solution]

Hello @ZOS 

This would be possible if there was a JQL that can query internal comments, which is something that Jira can't do. Request for that is here: https://jira.atlassian.com/browse/JSDSERVER-4286

Even if you create the counter field, it will count the Comments in general, not internal and external comments. 

[ZOS]

Thank Nikola, Possibly this hypothesis could also be interesting. Can you tell me where I can find the documentation to create a custom counter field for comments? Then, can the latter be queried with JQL?

[Nikola Perisic]

This article could help you out: https://support.atlassian.com/automation/kb/automation-rule-to-count-the-number-of-issue-transition/ 

In the automation rule, instead the status transition you would use the Field value changed for Comment field. However, this would work for software project, not service management project. 

[Valerie Knapp · Accepted solution]

Hi @ZOS , thanks for your post.

It depends on what you mean by 'generated many iterations with internal notes and customer responses.'

Are you talking about Jira Service Management? where there is a differentiation between internal and external (shared with the customer) comments? What do you mean by iterations?

You could use custom fields to track, for example, if you need to iterate a work item. Let's say you agree, if the description is changed substantially that you update a field to mark the work item as version / iteration 2. I am not sure what you mean otherwise.

If you can provide more information, we can try to make other suggestions.

Cheers

[ZOS]

Sorry, I'm talking about Jira Service Management. My need is to know whether a ticket has been resolved effectively or if it has had many responses between our workgroups and the customer. This information can be useful at the company level to understand if we have communication problems with the customer or if the issue is due to the complexity of our products, which generate many maintenance follow-ups.
My requirement is to understand which tickets have generated more than 10 internal notes and more than 10 responses to the customer.
I hope I have been clear.