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how do I know which ticket is commented on?

Deleted user Jan 07, 2021

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

 

2 answers

1 accepted

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Answer accepted
Liam Green Community Leader Jan 07, 2021

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 Jan 07, 2021

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 Community Leader Jan 07, 2021

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 Jan 07, 2021

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 Community Leader Jan 07, 2021

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 Jan 07, 2021

@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 Jan 07, 2021

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

Liam Green Community Leader Jan 07, 2021

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:

image.pngSo 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

Ok @Liam Green 

 

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

Liam Green Community Leader Jan 07, 2021

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

@Liam Green 

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

Liam Green Community Leader Jan 07, 2021

@[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 Jan 07, 2021

@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!

Like Liam Green likes this
Liam Green Community Leader Jan 07, 2021

No problem, glad you found it!

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

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.

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.

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