nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

JQL to check for Internal Comment as last comment

Nicholas Frain

In my business, one bad habit our agents get into is to continually add internal comments.

Over a period of time it can get to a stage where a ticket may have many updates; however, a customer is not being kept informed.

Is there some JQL i could use in a filter to show which tickets have an Internal Note as the most recent comment?

I have tried to check various forums/google, but i am not finding a straight-forward answer.

Thank you in anticipation of your response.

Nicholas

Accepted answers

All comments

Jack Brickey

Hi @Nicholas Frain , natively there isn't a JQL function for querying internal vs. external. An addon like Scriptrunner would allow this. However, maybe you Should attempt to address the larger issue here. You are trying to ensure that customer issues receive the proper attention, correct? Assuming so there are solutions using automation and SLAs that address this. Would that be a desirable solution here? I don't believe having a lot of internal comments is indicative of a problem that needs to be addressed personally.

Nic Brough -Adaptavist-

Welcome to the Atlassian Community!

I feel your pain, it's really frustrating that your agents don't understand the difference between an internal conversation and talking with the customer.

I'm afraid there are no ways to search for comments that are internal or external.

Jack Brickey

Nic, can you confirm whether Scriptrunner would help here? I thought I had seen where this was the case but could certainly be mistaken.

Nic Brough -Adaptavist-

On server/DC, you could write a Scriptrunner JQL function that could search for issues with internal or external comments. You could also write a scripted field that could return the numbers of both.

On Cloud, I think the only option would be to script a field that counted them, but I'm not entirely sure that it is possible, as I don't think the REST APIs expose them!

Nicholas Frain

Hi Jack

Thanks for responding, appreciate it.

It sounds more like i need to address the root cause, which is analyst behaviour.

It has become an automatic go-to approach, where a technical agent can place their thoughts on the issue, this often includes sensitive information about our software, which we wouldn't wish to divulge.

The only problem is, nobody goes to the next step of sanitizing it into a customer friendly message.

My initial query was in the hope we could do something that would assist the Service Desk in identifying which tickets required their attention.

There are so many improvements that can be made within the Jira Service Management toolset, i'm quite astounded to see its limitations.

Thanks again,

Nicholas

Nicholas Frain

Thanks for your post, Nic. Yes, it's a painful exercise. All human driven, but i was kind of hoping JSM could have helped me manage it a bit easier.

Jira Service Management does not make its adoption straight-forward, does it.

Thanks again, appreciate it

Nicholas

Alisa Zamaraeva

Hi @Nicholas Frain

Not really a straight-forward solution, but you can try using some automation rules.

Every time new comment is added, check if the comment is internal, and edit some select list custom field to a certain value. Then you'll be able to use this custom field in a jql filter.

The other possible solution to get the list of issues is even less convenient, you can set up a rule that would regularly collect such issues, write it to the audit log, and add comment mentioning agent etc. The log is accessible only in Automation section inside project settings.

See the examples in the screenshots below.

Screenshot from 2023-08-16 00-43-44.png

Hope this helps,

Alisa

Jack Brickey

Thi @Nicholas Frain , indeed, the first thing to address is establishing a workflow and training your agents to follow this workflow. If you intend to support your customers and use a tool like JSM to do so then it is really important to ensure that the team leverages it appropriately. There are functions within the tool that you could employ to ensure that agents don't forget to respond to customers. Specifically, you can use SLAs and automation to ensure your agents are reminded to contact the customer. Best of luck!

Hannes Obweger - JXL for Jira

Hi @Nicholas Frain

if you are open to solutions from the Atlassian Marketplace, this would be easy to do using the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of so-called smart columns that aren’t natively available, including the last comment visibility (along with many other comment-related columns).

This is how it looks in action:

As you can see above, you can easily sort and filter by the last comment visibility, and also use it across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting. Note that all of this just works - so there's no automation or scripting whatsoever required!

Any questions just let me know,

Best,

Marc Isikoff_o8qjap

Do not believe the marketplace pushers - ugh!

{{triggerissue.comments.last.internal}} will get you the last internal comment.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management