I need a report where I can track how many comments in average we send to a customer per ticket before being resolved.
This would be very informative for me and my team to know as well as an important KPI for improving workflows/procedures towards decreasing that number as a team measurement goal.
I have added the plugin giving me the “comment count” custom field, but how can I use this information to build a report?
I don't know if you still need help on this, but I do have a script which builds a report based on certain parameters. How it works is, you can give it your user's display name, in this case your customer user. Then it will search for any issue where the customer is the reporter using jql, get the number of comments the user made and how many other comments made by other users in the same ticket then show the total output.
You will need to call this method from the script as it's written in python or download the package using pip.
PROJECT.get_total_comments_on_issues(find_user="Prince Nyeche", pull="active", user_type="customer")
On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link. We've seen a number of questions already asking for...
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