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Is it possible to create a filter that EXCLUDES cases only touched by automation?

Jennifer Marple February 6, 2024

We have a support team working from several JSM projects. There are some email flows from systems that are part of our service which result in some number of cases that may be needed for archival purposes but do not actually require a human to handle/work. Automation is in place to to make internal comments/assign/resolve these cases based on a variety of criteria.

My question revolves around reporting on our workload. I have some filters saved to pull monthly case values that I can analyze in Excel or via dashboards directly in Jira. How could I exclude cases that are never actually handled by a person, only by the automation user, to more accurately report on actual workload?

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Alan Stephenson
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February 6, 2024

Hi

One thought is to leverage labels? You can populate a label in an issue which is automated. Then search for anything which is not that label.

‘it’s only a thought.

-alan

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