how do I know which ticket is commented on?

[Deleted user]

Hi everyone,

I would like to know which ticket is commented on directly on my project dashboard?

The goal is to receive less email.

Thanks,

Liza

[Liam Green · Accepted solution]

Hi @[deleted] 

The notification bell in the top right will tell you when something has happened on a ticket.

Hope that helps,

Regards, Liam

[Deleted user]

Hi @Liam Green Liam, 

Thanks to you.

Is it possible to make a specific queue for tickets that are awaiting a response from me? This way, support agents have a view of all the tickets that require action on their part.

[Liam Green]

Hi @[deleted] 

It certainly is!  We use the below JQL:

status in (Open, "Waiting for support") AND resolution = Unresolved AND assignee = currentUser()

You would just need to match it to your 'open' status as some people name them differently.

[Deleted user]

Thanks @Liam Green 

If I understand, "open" corresponds to all the state of the workflow before the state complete?

For example if my workflow consists of the states "estimate", "preparation", "site" and "complete", I must write 3 lines replacing "open" by "estimate", "preparation" and "site"?

status in (estimate, "Waiting for support") AND resolution = Unresolved AND assignee = currentUser()

status in (preparation, "Waiting for support") AND resolution = Unresolved AND assignee = currentUser()

status in (site, "Waiting for support") AND resolution = Unresolved AND assignee = currentUser()

[Liam Green]

Hi @[deleted] 

Not quite, you can only have one query per queue.

Before we flesh it out properly, when you reply to a request does it change to a different status?  For example, if I have a ticket that is currently "waiting for support", when I reply the ticket changes to "waiting for customer"

[Deleted user]

@Liam Green 

In fact I don't have a variable specifically defined for this. I thought Jira had on "unread comment" or "new customer comment" variable by default 

[Deleted user]

How do you know a ticket is "waiting for support"?

[Liam Green]

As far as I'm aware, there isn't an "unread comment" feature in the ticket itself, just notifications.

If you look at my screenshot below, you will see how my workflow goes:

So when a ticket comes in it is Awaiting Triage.  After this, it goes to Waiting for Support.  If we ask a question of a user it goes to Waiting for Customer.  When they reply it automatically bounces back to Waiting for Support, then once the ticket is complete it goes to Resolved

[Deleted user]

Ok @Liam Green 

Maybe can I create a field with this workflow and integrate her in my ticket?

[Liam Green]

I'd definitely suggest integrating a 'waiting for customer' status - then you can build the queue as originally discussed.

[Deleted user]

@Liam Green 

I think I do that. Is it possible to associate a field with workflow?

[Liam Green]

@[deleted] 

How do you mean associate a field?  Can you talk me through what you're trying to achieve?

If you added a 'waiting for customer' status, you can either change the status manually, like you would for resolving a ticket, or you can put in automation that detects whether a comment was made by the reporter or not and switches status accordingly

[Deleted user]

@Liam Green 

I think I find. I change automaticaly a status when a client comment and when my team comment.

Thanks a lot for your help!

[Liam Green]

No problem, glad you found it!

Please feel free to mark my answer as 'accepted' if it helped.

[Joshua Buison]

I think asside from having the notification bell or adding a status on the workflow, Jira should add a separate easy way if there is a ticket that customer commented onto like making the ticket color coded or some other visual identifyer that is unrelated to the workflow status, it messes up the status workflow by adding 2 more statuses that comes back and forth. Actually deafeats the workflow purpose.

[Joshua Buison]

Btw I think I have made a work around. You can create a custom field something like "response status" you can put values in it like "customer waiting for support" and "waiting for customer", add the field on the queue column, put automation rule regarding who comments and change the fields value acordingly.