How to add timestamp or last comment date to tickets for customers to view in the Customer Portal

[Kent Montgomery]

We have a lot of tickets where a workflow cannot be built because the direction or answers being sought after are not consistent and it could go back and forth etc etc. What is the best way to show customers when the last comment was added? I currently have an automation that says when a comment is added: if it is this request type, then add a comment with {{now}}. That solution will work but would prefer something cleaner so there are not 100 comments on each ticket.

[andreas · Accepted solution]

Hi Kent,

So one option could be to create a 'Last commented time' custom field in your Jira instance, that you then configure in your service desk to show for customers as well.

Then you could create an Automation rule like this:

• Trigger: Issue commented
• Edit issue: And set the 'Last commented time' to be {{now}}

Hope that helps!

Cheers,
Andreas

[Kent Montgomery]

Hi @andreas ,

Thanks for the quick response. The automation is setup and working. I can see it on the Agent side. What is the best way to configure this to display in the customer portal?

[Bhavya Rao]

//27-Nov-2019

[Bhavya Rao]

#27-11-2019