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Is there a targeted way of knowing when only customer(s) comments on tickets?

Yaso Bala

Context: I'm a Project Manager. 80% of comments on jira are by our devs, which I get notifications for. 20% is from customers - these tend to get missed/overlooked due to volume of emails. As it happens those 20% are game changers e.g. changes to requirements, acceptance criteria.

If I could get something like "show me issues updated by membersOf (customer group) in the last 10 days", this would meet my needs.

I've experimented with notification schemes (not what I want), advanced search updatedBy (single user only).

Bar scanning each ticket manually for "has a customer commented on this ticket" each day, I can't think of a way to do this.

Any ideas/suggestions? Thank you for reading my question!

Accepted answers

Wojciech Wardaszko_p20bth

How about an automation rule that would send you an email when the commenting user meets some criteria?

How about something like this? I tested it to some extent and it seems to be working as expected.

email if customer commented.png

Let me know if this helps

Cheers!

All comments

Carlos Garcia Navarro

Hi @Yaso Bala ,

This is an interesting use case! I think this other post can be helpful: https://community.atlassian.com/t5/Jira-Core-Server-questions/How-to-search-a-ticket-quot-commented-by-quot-a-user/qaq-p/923888

Wojciech Wardaszko_p20bth

How about an automation rule that would send you an email when the commenting user meets some criteria?

How about something like this? I tested it to some extent and it seems to be working as expected.

email if customer commented.png

Let me know if this helps

Cheers!

Yaso Bala

@Wojciech Wardaszkoyou are a hero coder indeed! I didn't even know Automation existed, so thank you for the intro and the how-to as well. I have implemented and ran a test with an actual customer - I can confirm this meets my needs. Thank you so much! 🌼

Wojciech Wardaszko_p20bth

@Yaso Bala I'm really glad I was able to help!

Automation is really great to get the best out of Jira and it works really well with a lot of things, including custom fields, third-party apps that use custom fields or issue properties, and even APIs via the Send Web Request action. I really love it and I like to spread the love.

As a side note, it also allows for wonderful things with checklists provided by our Issue Checklist for Jira app via the Checklist Text custom field. It's really useful in all kinds of work, so I though I'd recommend it to you in case you don't have a checklist app yet.

Cheers!

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