Ticket/card change based upon customer comment

[Liam Whatling]

We'd like to be able to cause a change to the cards on the helpdesk Board we use whenever a customer make a comment i.e. emails onto a ticket.

Is it possible for this to be done? I understand there is the notification bell in the top right and emails into inboxes to tell us a customer has emailed. However, we work primarily from the JIRA board and try to use emails mainly for internal comms. So being able to have a card change in some way when a customer replies would be very helpful.

I've looked at using the card colours and JQL to try and change the card colours, but i don't know if my knowledge is to limited or if it just can't be done.

Any help is greatly appreciated. Thank you in advance.

[Lisa Forstberg · Accepted solution]

Hi Liam. 

I see what you are looking for  - keep an eye on the tickets last commented by a customer to catch those you need to reply to. 

The Jira cloud JQL functions are limited in this area. Scriptrunner addon gives us more JQL functions but they cannot be used in setting card colours.

I think perhaps what you need to do is working on automations to set a custom field to certain values based on comment actions, and then use this field to trigger your card behaviour.

Here are some inspiration: https://community.atlassian.com/t5/Jira-Service-Management/Any-way-to-search-for-last-comment-made-by-customer-in-a/qaq-p/2235435

best of luck!

/L

[Liam Whatling]

Hi Lisa,

I was thinking my team would need to go down the path of Automations.

As I mentioned in my query, I can see JIRA has that facility already but in a different form so it would be somewhat redundant for the developers to create another means of doing this that users may or may not utilise.

Not a problem, we'll make use of the functions we have.

Thank you for replying, much appreciated.

Kind regards, Liam.