Reporting on the date/time of the SECOND public comment

Question

Hi All,
We have a requirement to determine when a follow up (second) public comment was made in JSM.

Basically, our agents do an initial triage/first response to tickets but due to the volume of tickets, there is a significant delay in getting back to the customers which is why we want to measure when the "second" public comment is made. We believe this is a more accurate measure of when a ticket is actually being worked on.

We do not want to use automation for first response, as some tickets are triaged well or even resolved on first response.

So, the question really is, how to report or measure when a SECOND public comment in ticket is made. We can then see the gap between that and first response.

Joseph Chung Yin · Answer

@George Abdo -

Without the WF customization, you will have to develop your own custom development to achieve your ask.

The WF customization (in my opinion) is the simplest change that you need to make.

However, good luck with your further development.  If my suggestion helped you, please remember of click on "Accept answer" when you have a chance.

Best, Joseph

George Abdo · Answer

Thanks @Joseph Chung Yin

I think your approach will work in a sense, however, I am trying to avoid process changes if at all possible.

Joseph Chung Yin · Answer

@George Abdo -

A very interesting situation that you presented.  In my opinion you may want to customize your WF with a new status for agent to move the issue (initially commented) into when agents add the "Second Comment" to the issue.  In the transition, you will create a post-function call to populate the time information into a custom date/timestamp field associated to the issue.

You can then capture the date/time when the second comment is performed.

I realize it may not be ideal, but this is only idea that jumped out in my mind.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.