We are trying to build a queue for tickets that have not been publicly commented via an agent in 3+ days. We've tried a few different methods to create this queue and none have worked so far. We've attempted:
Does anyone have a reliable suggestion for a queue that checks if a ticket has been commented on by an Agent last so we can make sure none of our tickets slip through the communications crack?
I believe you would like to return in a query all those questions where the Agent has not sent an update/comment for the customer in the last three days. Have I understood it properly?
If that's what you're asking for, you can use the SLA feature to create the JQL filter you want. These would be the steps:
- Navigate to your project > Project Settings > SLAs > Create a new SLA (Count to agent answer)
- Define the trigger to the SLA as you want, adding the stop condition "Comment: For Customers"
- Set the SLA goal to 3 days or any time you want
- Configure the following queue:
"Count to agent answer" = running() and "Count to agent answer" = breached()
The query above will return all issues that are in the status Waiting for Support and were not public commented in the last 3 days by any Agent.
Let me know if this information helps.
I'll go ahead and mark this as the answer since it is a solid idea. I will say, this would be much easier to do if Atlassian natively supported a Last Comment Reply DateTime field. I installed a plugin shortly after posting this thread and it created a few new fields that made this calculation much easier/more reliable.
But thank you for the info!
Hi David, may I ask which plugin you used?
Have you requested the Last Comment Reply DateTime field to Atlassian and have received an answer?
I would also filter a queue with the last commented tickets from customers (not updated by agents)...
Thanks for your feedback!