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How to make a JSD queue for "tickets that that were last updated by customer"

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:

  1. Status based queue
    This has proven unreliable because it doesn't always indicate the correct information. Just because the status transitioned doesn't mean an agent responded to the ticket publicly.
  2. "Updated" field queue
    This field is also unreliable because a ticket can be considered "updated" even if the customer responds. No agent interaction is required to consider a ticket updated.

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?

1 answer

1 accepted

0 votes
Answer accepted
Petter Gonçalves
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jun 11, 2019

Hello David,

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"

Screen Shot 2019-06-11 at 15.07.46.png

- Set the SLA goal to 3 days or any time you want

Screen Shot 2019-06-11 at 15.07.55.png

- 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!

Petter Gonçalves
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jun 17, 2019

You are welcome, David.

Please, feel free to open a feature request for the functionality you are looking for in JIRA:

https://jira.atlassian.com

Let us know if still have anything else we can help with.

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!

Thomas

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