JQL quey - ticket with many internal notes and many internal responses

ZOS

Hello everyone, we are trying to make use of the filter menu to generate queries to extract all open tickets. We are implementing many queries to make the most of subscriptions so that we can automatically send emails to interested people as reminders.

(for example, tickets that have not yet been assigned, untagged tickets, expiring tickets, etc..)

We also need to extract all those tickets that have generated many iterations with internal notes and customer responses.

But we can't find the right field that indicates the number of iterations. Is there a product field? Do we need to provide a custom counter field?

This need arises from the requirement to understand whether we need to improve the Jira management flow, or whether we need to improve our product being sold to the customer and/or the internal management of the help desk or development lines.

Has anyone had the same need?

It is not mandatory for us to use the filter if our request can be fulfilled via a dashboard, or through another extraction.

I am at your disposal, thank you in advance.

Valerie Knapp_gp7rpj

Hi @ZOS , thanks for your post.

It depends on what you mean by 'generated many iterations with internal notes and customer responses.'

Are you talking about Jira Service Management? where there is a differentiation between internal and external (shared with the customer) comments? What do you mean by iterations?

You could use custom fields to track, for example, if you need to iterate a work item. Let's say you agree, if the description is changed substantially that you update a field to mark the work item as version / iteration 2. I am not sure what you mean otherwise.

If you can provide more information, we can try to make other suggestions.

Cheers