Is there a JQL to track the last external comment posted to a client?

[Alexandra Lagnel]

I want to be able to track updates to clients so that i can capture tickets that go beyond 7 days with no update from my team to the client.

Is there a JQL that can capture this so that i can start to improve our client updates on tickets?

I need to have an automatic alert if my team don't write an external comment to the client.

[Hannes Obweger - JXL for Jira]

Hi @Alexandra Lagnel

if you're open to solutions from the Atlassian Marketplace, this would be easy to do with the app that my team is working on, 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, much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of so-called "smart columns" that aren't natively available, including the "Time since last response to customer".

This is how it looks in action:

Once you've narrowed down your list of issues, you can work on these issue directly in JXL, trigger various Jira operations, or export your issues for further processing.

Any questions just let me know,

Best,

Hannes

[Alexandra Lagnel]

Hi @Hannes Obweger - JXL for Jira !

Thank you for your help, but I am searching for a solution without using extentions form the marketplace, because it's too expensive for our compagny.

Best regards,

Alexandra

[mauricio.groth]

Hi @Alexandra Lagnel 

I’m Maurício, a support engineer at Digital Toucan and I’m here to help you.

Unfortunately, it’s not possible to find your tickets that go beyond 7 days with no update from your team to your client using only JQL of Jira. You can check a few apps in the marketplace that extend the search for you by clicking here.

In the app where my team works, JQL Search Extensions for Jira, you can use this query to find your tickets that the last comment was in 7 days by a specific user.

commentLastCreatedOnDate <= -7d and commentLastUpdatedBy= 'Alexandra Lagnel'

Please contact our support if you have any other questions about this query. 

We’ll be happy to help you!
Best regards,
Maurício

[Alexandra Lagnel]

Hi @mauricio.groth !

Thank you for your help, but I am searching for a solution without using extentions form the marketplace, because it's too expensive for our compagny.

Best regards,

Alexandra

[Jack Brickey]

Hi @Alexandra Lagnel ,

there isn’t a specific “last commented” function in JQL. There is the ability to see when an issue was last updated which covers any update. With that said I believe the best way to deal with this use case is through SLAs. Have you considered this? As I recall there are some posts in the Community very similar to yours. It might be worth a quick search. 

[Alexandra Lagnel]

Hi, thank you for your answer. I considered SLA, but actually is used for our dev and we can't use it for tracking the clients answers

I readed many topic about this problem but none of them I can use

[Alexandra Lagnel]

Hi @Jack Brickey 

After few research, i noticed than i can create SLA (i didn't know that).

So i tried to create a SLA like that : 

beginning : comment for the clients

ending : close of the ticket

After it, i created an automation : 

If SLA is outpassed

so I have an alert

After fiew tests, it's doesn't work for my project, do you have any ideas ?

Thank you for your help

[Jack Brickey]

Could you please provide screenshots of your SLA as well as your automation rule? This will allow me to assist you more easily. 

[Alexandra Lagnel]

@Jack Brickey 

SLA rule : 

Automation rule : 

I tried this one too : 

It's in french, don't hesitate if you need the english version