We're currently looking at migrating our Helpdesk services to JIRA Service Desk, but have a requirement that I can't think of a solution to.
We have a daily KPI of Calls Received vs Calls Logged, and historically have pulled this 'Calls Logged' as the number of new cases with a source of 'Call', plus the number of new comments with a source of 'Call'.
I've implemented the 'New Case' part of this using a custom field, but I can't think of a way to achieve this for comments on existing cases. It seems that I'm unable to link a custom field to the comments field (and make both mandatory to add a comment).
My only idea at this stage is to investigate whether it would be possible to do this in a plugin, but I am inexperienced at plugin dev for JIRA.
If anyone has an idea about how I can implement this requirement, it would be greatly appreciated.
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