Smart Value For Comment

Camo Macdonald February 29, 2024

Since the jira automation quotas were implememented we've been trying make some of our rules more efficient.

Im looking for help to find out the smart value for

- if latest comment is public

and

-if latest comment is customer or user

 

Any help in finding if these are available would be appreciated

1 answer

2 votes
John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 29, 2024

Hi Camo

You can start with this:

Screenshot.png

Camo Macdonald February 29, 2024

Thanks for the help John, sadly thats what we currently have but due to the new limits that causes our to exceed it. 5000 automations is a very low limit already and we cannot justify paying double per agent for something that used to be included.

 

We are looking to change it to a scheduled time where it bulk checks every 10 mins for tickets updated in that timeframe rather than trigger on each comment

 

comment.external should work for checking public but would still need the customer/user check?

 

is there a way to view all available smart values?

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 29, 2024

I thought you were trying to differentiate between customers and users. If not, no need for that condition check then. 

Doing a scheduled trigger is probably the best for you then. But I would only have it run during business hours and only on week days. 

https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

 

Camo Macdonald March 1, 2024

i do need to know the difference yeah, i can see in the json output of a ticket you can get the customer vs user from the field accountType, when i call it as a smart value it returns blank. any ideas as to why?

 

{{issue.comments.author.last.accountType}}

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 1, 2024

So in the rule I have above, if it first determines it is External comment, then you could do an IF/ELSE to see if it is Customer  or Else not. 

Camo Macdonald March 1, 2024

yes your rule is based on the comment being the trigger though.

 

i need it based on a schedule, so i cant use initiator as it wont work.

 

my question is, if the rule is based on a time schedule, what smart value can i use to tell if the latest comment was a customer as the one i put in my last comment doesnt return anything

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 2, 2024

Try {{issue.comments.last.author}}

Camo Macdonald March 4, 2024

not quite, that gives me the author id not whether they are a user or customer.

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 6, 2024

I would open a support ticket with Atlassian to see what they say. Please post the resolution back here. 

https://support.atlassian.com/contact/#/

Good luck!

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