Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Column to display when someone has made a comment

Hi,

I am wondering if there is a way to add a column which shows when someone has made a comment on a job request? (Kinda as an unread feature)

I know I can click the bell in the top right corner to see notifications, but would like a dot or something to display on the job to indicate that someone has made a comment.

I hope this makes sense.

 

Thank you

Ole

2 answers

Hi Ole!

Welcome to the community!

I'll start with the bad news and inform you that what you ask does not exist in JSM.

However, JSM comes with statuses and automations, which you can use in your advantage. E.g. you can have two statuses Waiting for Customer and Waiting for Support. When you will expect something from the customer, then the ticket will have the Waiting for Customer status. When the customer will wait for you (or have made a comment) the status of the ticket can be automatically changed to Waiting For Support, by constructing the right automation.

Then on you queue you can sort them accordingly with the status.

Hope that helps!

Regards,
Alex

Hi Alex,

Thank you so much for your reply.

Would you be able to explain how I would add the status or Automation to the issue?

Or add status to the filter (which shows Waiting for Support)?

Thank you!

Ole

0 votes
Daniel Ebers Community Leader Jul 18, 2021

Hi @CBCC Maintenance

based on what Alex described I checked my Cloud instance and found the "Legacy Automation" already brings a rule like this with it:

grafik.png

It is the first rule "Comment updates reply status".
In case no user (admin) on your instance deleted this rule it should be still there and working.
While there is newer model of Automation, Legacy Automation is still there and works.

With that in mind and assuming the automation is set up correctly or you are ready to insert/adjust it you could simply have a look into Issue Navigator and there specifically at column "status" to see which requests are awaiting responses to customers.

grafik.png

Please also have a look into the great documentation (for Jira Software but JQL queries work the same for Jira Service Management):

You also can work with "Queues" in Jira Service Management. As they are driven by JQL queries also you can see requests that are awaiting feedback to customers perfectly.

I hope this helps to get a first idea on what could be done (please choose the path that works best for your team).

Regards,
Daniel

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Atlympic Event: Jira Service Managemnt

Hello Community!  Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...

295 views 4 6
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you