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Automation rule to email seniors when 10 comments on a ticket


I Would like to set up some automation which would notify (via email) senior members of the team when a ticket has more than 10 comments on it. 
Could someone shine a light on this for me please? Ta

1 answer

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Jack Brickey Community Leader Dec 16, 2021

The only thing I could Suggest would be to create a custom field that would keep count of the number of comments. Have an automation rule that triggers every time I comment is added an increment that custom field. Then using that same rule for another assess the updated account and send an email when it hits 10. Not sure what you wanna do on the 11th, 12th etc. comment. Maybe reset the counter maybe you just ignore anything greater than 10 your call.

excellent thanks, we're on the same wave length, although you were one step ahead of thinking about what happens after 10. 

The thing is though, i cannot for the life of me, find the comment field. Would it be considered as a update, like what reference should i be looking for that refers to an additional comment

I am reasonably new to Jira automation, could u point me in the direction of some good grass routes documentation thats gonna help me through this process mate? 

Jack Brickey Community Leader Dec 17, 2021

Why are you looking for the comment field? Your Automation will “trigger” on Comment added. And if your requirement is comment by specific party, e.g. agent you can add a condition for that before incrementing your custom field.

Like Shervin Mokhtari likes this

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