Iterate comments on a list of issues

[Oliver Moore]

Hi All,

I want to make sure that my agents are aware of tickets that they have not commented on in the last 48 hours. I currently have the following rule that does this:

This works perfectly, but is burning through my automation quota.

I feel it should be possible to achieve this with a daily job but I am getting stuck with multiple branches.

My pseudo code is:

• Lookup Work items for all issues updated in the last 48 hours
• Branch
  • For each item in the lookup (or alternatively do an advanced branch using the above JQL)
    • Look at the comments (news first)
    • Look at {{comment.internal}} = false
    • Do a lookup to see if the comment author is a customer or not
    • If they are not a customer, update the last comment date.

Where I am getting stuck is iterating a list of issues, and then iterating each issues comments.

Is the above possible, or is there some other approach I'm missing to be able to do this on a scheduled basis?

[John Funk]

Hi Oliver,

I didn't go through the details of the rule yet, but what if you changed the trigger to a scheduled trigger and just ran it a few times a day?