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.