Smart values for Comment to Customer?

[Brady Buttrey]

I'm trying to create an update frequency SLA and it is dependent on comments to the customer (not by the customer, or internal comments). Does anyone know what smart condition values I could use here? 

[Kalyan Sattaluri]

Hello @Brady Buttrey 

Please see below thread by @Walter Buggenhout 

There is a smart value {{comment.internal}} which returns false if a comment if a cmment is visible to customers.

You can use it as a condition in an automation rules with the smart values condition like this:

• First value: {{comment.internal}}
• Condition: equals
• Second value: false

https://community.atlassian.com/t5/Jira-Software-questions/Re-How-to-reference-Reply-to-Customer-or-public-commen/qaq-p/2620459/comment-id/925256#M925256

[Brady Buttrey]

That seems to update the SLA when customers comment on it through the portal. I only what it to be agent comments to the customer, not vise versa. 

[Kalyan Sattaluri]

Apologies, I dont think this value is exposed by smart values, you need to make REST call to get this info. If you are interested,  its the jsdPublic field within comment section.

[Brady Buttrey]

Can I do this within the automations?

[Kalyan Sattaluri]

Yes. You can do it within automation. But if you have not done this before, the hardest part is to gather your token info. If you have that, the rest is easy.

To gather your token, I am going to list the steps below, also reference Jira doc here.

• Go to this link and create a token.
• Then using your email,create a string useremail:api_token
• Then, if you are in windowsOS, open power shell, put below by replacing bolded from above

$Text = ‘user@example.com:api_token_string’ $Bytes = [System.Text.Encoding]::UTF8.GetBytes($Text) $EncodedText = [Convert]::ToBase64String($Bytes) $EncodedText

• Then you get token.

If you can get this far. Rest is easy.