Smart Value For Comment

[Camo Macdonald]

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

[John Funk]

Hi Camo

You can start with this:

[Camo Macdonald]

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]

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]

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]

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]

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]

Try {{issue.comments.last.author}}

[Camo Macdonald]

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

[John Funk]

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!

[Casper Hjorth Christensen]

Hi @Camo Macdonald 

Ever found a solution?