Awaiting Response Automation

[IT Department]

Hi, 

I am trying to work out how I can automate a reminder that notifies the reporter that we are still awaiting to hear back from them. 

I have the basics setup already but i want to add the last public comment in the reminder. 

I can't seem to find any info that might help from this KBA: Jira smart values - issues | Cloud automation Cloud | Atlassian Support

[Jack Brickey · Accepted solution]

Hi @IT Department , so you can’t easily extract the last public comment from the rest of the comments. However, you can continually record public comments overwriting the previous recorded comment each time. You can record as issue property. Then your second rule can reference the last public comment using a smart value. 

here is a post that describes the process more completely. reference-the-last-public-service-desk-comment 

[IT Department]

Thanks.

I will have a look over this and see if it will do what I need. 

[Jack Brickey]

Let me know if you need further assistance. Glad to help you walk thru it.

[IT Department]

Hi Jack, 

I am stuck at this part 

• Set Entity property
  • Select issue
  • use the key - lastCustomerComment
  • then store the comment body - {{comment.body}}

I am not sure what Set Entity Property is. 

Please note: My comprehension skill in areas i am not familiar is fairly poor. 

[Jack Brickey]

Hi @IT Department ,

see if the following helped you resolve your request.

I created two rules for test purposes. The first rule is triggered by a comment being made on an issue. In that rule, there is a test to see if the comment is not internal, which means it's public. If it is public, then it records, the comment body into the last comment property. The second rule is just a test to see if I can send an email to the reporter which includes the recorded last public comment. Obviously you will not use Manual as the trigger in the second rule. Hopefully the images defined the details for you .

rule 1...

Rule 2...

[IT Department]

Hi Jack, 

That looks like it did the trick. 

Thank you very much :)

[Jack Brickey]

Awesome! Please consider Accepting the answer.