Is there a way to show who was the last comment on queue columns?

[Mariano]

Hello, I would like to display who was the last comment on a queue column, is it possible?

I've searched around the internet with no luck.

If not possible, is there a way for me to know on my queue who was the last comment(er?) on a ticket? Or any way to know that it wasn't me?

Thanks in advance!

[Mariana_Pryshliak_Saasjet]

Hello @Mariano 

You can try the Time in Status for Jira Cloud add-on developed by my SaaSJet team. 

Set it according to your needs and get the last comment displayed on your screen.

Also, you can discover this short use-case that shows how to do that easily:

https://community.atlassian.com/t5/Marketplace-Apps-Integrations/How-to-display-Last-comment-in-Filter-JQL-and-any-Add-on/ba-p/1489153

Hope it helps

[Mariano]

Hi @Mariana_Pryshliak_Saasjet ! Thank you, that looks very useful! But sadly it's not what I'm looking for. I just need to see the name of the last person who commented on the queue columns.

Thanks again!

[Hannes Obweger - JXL for Jira]

Hi @Mariano

if you're open to solutions from the Atlassian Marketplace, this feature is available out of the box in JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows showing (and in many cases, inline-editing) all your Jira fields (including all JSM fields), plus a number of "special fields" that aren't natively available. One of these special fields is the latest comment. 

This is how this looks in action:

JXL also allows showing the latest public comment, i.e. the latest comment that is visible to a customer. As you can see in the animation, it allows quick sorting and filtering, just as you would expect from a spreadsheet. You can even copy/paste into these cells, if you require some kind of bulk commenting. 

JXL operates directly on your issues, so there is no scripting or automation required.

(It's worth noting that JXL can do much more than that - all info at https://jxl.app. Disclaimer: I work on JXL :))

Best,

Hannes

[Hannes Obweger - JXL for Jira]

Just one more thing - as you can see above, we currently show the entire comment, and you would sort and filter by the comment content, not by the person who commented. If you'd require an explicit column for the person who commented (including person-based sorting, filtering, grouping, etc.), we could easily add that - just let us know!

[Mariano]

Hello @Hannes Obweger - JXL for Jira , thanks for the recommendation! It does look like a very complete and cool feature!

However I only need this info, and nothing else, doesn't justify paying for a product (for the moment).

Thanks again!

[Hannes Obweger - JXL for Jira]

No worries @Mariano, and thank you for your kind feedback! (You may know already that you can trial any app for 1 month, and that pricing depends on the size of your Jira site - for sites with up to 10 users, JXL is always free. If you want to spar on the particular licensing details, feel free to drop me an email anytime at hannes at fine dot software!)

[Mariano]

@Thanks @Hannes Obweger - JXL for Jira , keeping it free for up to 10 users is actually pretty decent! I will make sure mention your product to my colleagues! Surely we will love to give it a try. Thanks again!

[Mariano]

I guess that the only way is to setup an automation rule to change the status of the ticket if someone comments the ticket?

Not ideal though, because sometimes internal people comment on a ticket, and I yet don't want to change the status of the ticket.

[Bill Sheboy]

Hi @Mariano 

Once the automation rule triggers, you may check the internal attribute to ignore any comments from internal people.  Please look here for more information: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--comment--

Kind regards,
Bill

[Mariano]

Thank you @Bill Sheboy ! I will take a look into it. Sadly, there's still the case that the customer comments on the ticket, changes it to "waiting for support" but actually the ticket was escalated, and did not want to change it to "waiting for support", I guess I need to make my if statements a bit more complex and play around with it a little bit.

Thanks again!

[Bill Sheboy]

Hi!  Perhaps check if the ticket was already escalated and then do not move it to "waiting for support" for that case.  I suggest mapping out your flow and that may help find how to handle the different edge cases in the rule.