How to make a JSD queue for "tickets that that were last updated by customer"

David Washburn_zzg1og

We are trying to build a queue for tickets that have not been publicly commented via an agent in 3+ days. We've tried a few different methods to create this queue and none have worked so far. We've attempted:

1. Status based queue
   This has proven unreliable because it doesn't always indicate the correct information. Just because the status transitioned doesn't mean an agent responded to the ticket publicly.
2. "Updated" field queue
   This field is also unreliable because a ticket can be considered "updated" even if the customer responds. No agent interaction is required to consider a ticket updated.

Does anyone have a reliable suggestion for a queue that checks if a ticket has been commented on by an Agent last so we can make sure none of our tickets slip through the communications crack?

Petter Gonçalves

Hello David,

I believe you would like to return in a query all those questions where the Agent has not sent an update/comment for the customer in the last three days. Have I understood it properly?

If that's what you're asking for, you can use the SLA feature to create the JQL filter you want. These would be the steps:

- Navigate to your project > Project Settings > SLAs > Create a new SLA (Count to agent answer)

- Define the trigger to the SLA as you want, adding the stop condition "Comment: For Customers"

- Set the SLA goal to 3 days or any time you want

- Configure the following queue:

"Count to agent answer" = running() and "Count to agent answer" = breached()

The query above will return all issues that are in the status Waiting for Support and were not public commented in the last 3 days by any Agent.

Let me know if this information helps.