Marking the solution as the solution

Question

Hi,

Is it possible to mark a comment as a solution?

At the moment the workflow is like this:

1. If we can resolve the issue, we press on the next status "Solution" and get a "pop-up" window where we can enter the solution as a comment.

2. Jira then adds the comment to the issue and the autor gets a notification.

Now we want that this comment gets "marked". Maybe with a little "solution" flag.

Is this possible?

Kind Regards

Mathias

Mathias Koprek_tv71qu · Answer

Hi @Walter Buggenhout,

That sounds good as a workaround.

We want something similar like the "flag" for the internal comment.

Kind Regards

Mathias

Walter Buggenhout · Answer

Hi @Mathias Koprek,

No, that is not something you can do with a flag. It also depends what you are trying to achieve here.

If your aim is to make it clear to your customer that you have found a solution, you could use some outspoken styling in your response to make it clear that this is your solution. To give you an example, I just added the text *Solution:* and colored it green:

You can of course further enhance that, if you want. To make it easier for your agents to reuse this type of syntax, you can even save your default solution text as a canned response:

If you want your responses to be easily searchable for your agents, then it might be a more interesting idea to save the response in a dedicated custom field you add for that specific purpose. As such, you could easily display a list of issues with their responses instead of having to search through a pile of comments.