How to record the source (i.e. portal, email, phone) of Comment

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.

2 answers

What is your version of JSD ?

We're currently on v2.3.4 on version 2 licensing

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

792 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you