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Suggestion
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Resolution: Unresolved
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None
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83
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3
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NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.
Summary
Currently it's not possible to search for comments in a way that only public or internal comments will be filtered. In many cases this would be useful for project admins and/or service desk agents to manage the service desks better.
Suggestion
Provide a JQL function which is able to differentiate between public and internal comments.
Workaround
The suggested workaround is to make use of the database, we have a KB here for how you can do this: How to Retrieve Internal or External Comment in Jira Service Management
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Although I have an automation that notifies the assignee when a ticket has not been updated in x days, the JQL to find tickets with date of last public comment more than x days would be so much more efficient. The automation I used as a semi-workaround sends a reminder to the assignee and is triggered by Updated date. The Updated date was best possible solution I had at the time even though ANY activity will change the Updated date, such as logging time, adding internal comment, etc. With support engineers having 10-25 open tickets at any given time, the email reminders are proving unhelpful.
As another alternative, I've called out the Last Viewed column in their ticket filters since it is specified to each person, not the tickets themselves. This is not as helpful as hoped since it is only displayed on the List view, not the Detailed view, which one of my engineers prefers for valid reasons.
Adding my vote for this functionality.