Report on Last Comment

Question

Hello!

We're attempting to put some automation in place to notify our team when a customer has commented on an issue but we have not responded to that customer thru the issue in X amount of time. This would be looking at communication with an external customer and NOT include communication internally.

Is anyone aware of a plugin that can bring this to life? We attempted to use Jira Comment Toolbox but it only allows querying of a very small amount of issues, otherwise it times out.

Any help at all would be greatly appreciated!

Gökçe Gürsel {Appfire} · Answer

Hi @Jarrid Vaughn ,

You can satisfy this requirement with Time to SLA.

You can configure an SLA when a customer comments on an issue and ends when a developer or an agent replies to that comment. You can set up notifiers so that you don't miss the customer's comments and stay on top of your SLAs. You can also extract SLA reports for further analysis.

Time to SLA works with Jira Software, Core, and Service Desk.

Let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

Walter Buggenhout · Answer

Hi @Jarrid Vaughn,

Just answering directly to your question first. If you have scriptrunner, you could pull a report using a JQL in the lines of this:

issueFunction in lastComment("by currentuser() before -14d")

This would show all your issues that had a last comment by the logged in user more than 14 days ago.

Obviously you could replace currentUser() with another user and combine the search with e.g. the status of your tickets.

From your question it is not really clear if you are using Jira Software or Jira Service Management (Jira Service Desk). In the latter case, it would be better to use the built-in automation functionality to change the status of your tickets between (simplified) Waiting for Support and Waiting for Customer when issues are being commented internally and externally. That way you can use that automation and even SLA's to keep track of these occurences.