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Adding a column with a visual indicator to detect changes on a ticket?

Jason Crocker

I'd like to add a column or field to a ticket that will highlight when a change has been made to a ticket. Changes could be a comment, custom field change, status change, etc... Any change made to a ticket. But a visual indicator that I could use in my queue that would let me know a change has been made so I can review it for my team. How can I achieve this?

Accepted answers

Jack Brickey

Hi Jason,

so how long would the indicator last? Would it automatically clear or would you manually clear it.

options…

Use a simple query, e.g.updated <= now() and updated > -1h, then create a queue to display based on the JQL
use custom field and automation. The automation rule would set the field on issue updated + any desired conditions. The queue would display any issue where custom field was set. The agent would clear the field to acknowledge and remove from queue.

All comments

Jack Brickey

Hi Jason,

so how long would the indicator last? Would it automatically clear or would you manually clear it.

options…

Use a simple query, e.g.updated <= now() and updated > -1h, then create a queue to display based on the JQL
use custom field and automation. The automation rule would set the field on issue updated + any desired conditions. The queue would display any issue where custom field was set. The agent would clear the field to acknowledge and remove from queue.

Nic Brough -Adaptavist-

My starter question here is "since when?" "when a change has been made since <something>". Since I last looked at the issue? Since it was created? In the last X minutes/hours/days? What exactly is the definition of the change?

Jason Crocker

The 2nd option you mention sounds close to what I'm looking for. I'm trying to recreate a feature that existed in a ticketing system I use to use. There was a tiny dot indicator that would show up next to the ticket in the queue when the ticket was updated in any way. In JIRA, this would be within the "All Open Tickets" queue. When I saw that dot was there, it meant the ticket had been updated and I could go see what was updated.

Can you elaborate further on the configuration of "use custom field and automation" to achieve this?

Jason Crocker

If possible, since the last time I looked at the ticket would be the ideal scenario.

Jack Brickey

Note regarding your response to Nic, there is not anything in Jira that detects when you view an issue. At least anything that can be leveraged as a trigger.

my second recommendation looks something like this…

custom field yes/no field - Recent Update. This field would get set by automation anytime an update is made to an issue. I would limit this to a customer update. The reason being if you could get yourself into a loop since the agent clearing this recent update field, would be seen as an update itself. 😉

automation rule - trigger = issue updated, condition = update by customer, set recent update to yes

ultimately you are going to need to play around with this and see if it works for you. Personally I would be looking at something like option 1.

IMO, it would be nice if JSM provided an optional ACK feature for ‘new customer update’. The idea is to require the agent to ACK the update. Granted there are methods of achieving.

Jason Crocker

This is great and something I'll start playing with. And note taken about the automation loop... I've experienced that issue before with a different automation I finally got working properly.

If you don't mind since you recommend option 1, what would that look like? I haven't worked with JQL or queries in JSM that I'm aware of and am having a difficult time understanding it.

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