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.
Hello Atlassian Community! I'm Teresa, the Product Marketing Manager for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...
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