Search tickets where persons were taking apart

Question

Hello!

We've got some problems with current Workflow on Jira service desk and i'm interested in searching tickets where some persons were taking apart - adding comments, taking tickets on themself as assignee and etc. Is there any method to find this tickets ? and also another question: it is possible to add some label on ticket when it was move to workflow status of escalation? Example: our L1 engeneer takes ticket in first answer but he cant resolve this ticket by himself and he need to escalate ticket to L2/L3. I need to add some label to find this tickets more easily to prevent this situations in future.

Thank you for any help you can offer.

Olga Videc · Answer

Hello @Alexey Konzov

I agree with Jack, Scriptrunner is the solution,

Check this part about JQL and Scriptrunner

https://scriptrunner.adaptavist.com/latest/jira/jql-functions.html

BR, Olga

Jack Brickey · Answer

Natively JQL is a bit limited in this area. While you can use “assignee was in (Alex, Sarah, Alexey)” there isn’t a similar function for say “commented by”. You should look at an addon like Scriptrunner or Power Scripts.

For you ‘future proofing’ question you should update your Workflow such that if escalated then a Post Function edits the label field and adds the label. This assumes that escalation equates to a status that an issue is transitioned to. If escalation is actually a field then some form of automation would be needed I suspect. Hard to convey the best path without knowing more about your specific scenario.