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Is there any way to show the Last comment added in Reply to Customer field

Hi Team,

When I'm creating filter, I'm getting an option "Time Since last comments" in Jira Servicedesk (Cloud). But it shows the date whether last comment added for internal team or to Customer (Reply to Customer Section).

Is there any way, I can generate a filter or report?

Thank you in advance

2 answers

Hi @Bala Krishna K

if you're open to solutions from the Atlassian Marketplace, I believe you will like JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, including all JSM fields as well as a number of "smart fields" that aren't natively available. The "Time since last response to customer" is one of these fields.

This is how it looks in action:

time-since-last-response-to-customer.gif

You can view the "Time since..." in different formats, e.g. as the number of hours or days. Also note that this "just works", so there's no scripting whatsoever involved.

With JXL's inline editing capabilities (issue by issue or in bulk, via copy/paste) and advanced features such as conditional formatting (see above), grouping, and sum-ups, many customers successfully use JXL as an extension to the native queue and report views. Disclaimer: I work on JXL. Any questions just let me know!

Best,

Hannes

0 votes
Pramodh M Community Leader Aug 27, 2022

Hi @Bala Krishna K 

Welcome to the community 🙂

You will have to create custom field and get the report generated for each issue

Please refer to the guide here for the same

https://community.atlassian.com/t5/Jira-Service-Management/Is-there-a-way-to-see-on-the-queue-who-was-last-to-comment/qaq-p/1708628

Let me know if you have query

Thanks,

Pramodh

Hi @Pramodh M 

Thank you for your reply.

I have follow the above steps but it doesn't show whether the comment added in Internal or to Customer :(

I'm looking for a filter condition or dashboard or any other way where I can see when was my last comment went to Customer and this field should not consider the comments added under Internal Notes field.

Thank You

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