filter support issues where support team not updated commented from 3 days ignore other team comment

[Rajesh Konda]

Hi guys,

Have a requirment to filter support issues where support team not added comment from 3 days ignore if other team comments. How can i achieve this and we are working on Cloud instance and we are not using any add-ons. Thanks in advance

[Petter Gonçalves · Accepted solution]

Hello @Rajesh Konda

Thank you for reaching out.

Unfortunately, Jira does not have a query to return the issues that didn't receive a comment from a user in a specific group and in a specific time range. We have the following feature request to get this implemented:

Search for Comment Date/author through JQL

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

As a workaround, you can try one of the following options:

1. You can use the following query to consider any issue update (including comments) by a specific user over a specific time:

   issuekey NOT IN updatedBy("username", "-3d")

   The problem of the query above is that it will consider any updates in the query, not only comments.
2. You can use Jira Automation to update a date custom field with the date that someone from the support team commented on the issue. These would be the steps:
   • Create a new date/time custom field and hide it from your issue screens, so only the automation rule will be able to properly update it
   • Configure the following automation rule to update the custom field when a support team member comment:
     
   • Then, use the custom field to create your query:

     "Date and time picker" <= -3d

Let us know if you have any questions.

[Rajesh Konda]

@Petter Gonçalves  I have tried the Automation part it worked for me as expected. Appreaciate you help and Thank you soo much.