How to check if specific users commented in "Reply to customer" (ignoring internal notes)?

[Sangyoon Kim _Logan_]

Hello,

I have a question regarding Jira Automation.

Is there a way to create a rule that checks whether my manager and I have left a comment in "Reply to customer" in the Help Center?
(Comments added to "Add internal note" should be ignored.)

Our user IDs are Logan and Ray.

Alternatively, it would also be helpful if there is a way to check by a specific email address.
For example, being able to verify whether a comment was made from an account with "@gmail.com" would also work.

Thank you in advance for your support.

[Jeroen Poismans · Accepted solution]

Hi,

Those are 2 cases, so let's start with the first. You need a rules that:

• Triggers on comment
• Only procedes with external comments
• Compares the commenter to Logan and Ray
• Does something when match

It would look like this:

You see the use of SmartValues there to get the comment type in the condition and a user condition determining who places the comment.

Second case is comparing the mail domain. It would look like this:

Again the use of SmartValues here to extract the email of the commenter. Using SmartValues functions on text you can then easily check whether email address ands with @Gmail.com.

Check the documentation on the endsWith function:
https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/

Also read up on the SmartValues in general as it opens up a lot more possibilities within automation:

https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/

Hope this helps!

[Sangyoon Kim _Logan_]

Hi Jeroen,

Thank you for taking the time to think through my problem with me.

In fact, the purpose of my automation was to check whether a specific user had added a comment to the external comments when the ticket status changes from Open to In Progress.
(Alternatively, the logic could be to check if a comment was added by a user with a specific account in the external comments.)

At that time, a ticket may contain multiple comments, both external and internal.

Based on your advice, I will think this through further.

[Trudy Claspill]

Hello @Sangyoon Kim _Logan_ 

Are you working with JSM Cloud or JSM Data Center?

Capabilities for Automation for Jira differ between the two platforms, with JSM Cloud generally having more capabilities. The example provided by @Jeroen Poismans is for JSM Cloud.

[Sangyoon Kim _Logan_]

Hi Trudy,

I'm not sure which JSM version I'm using because I don't know where to check it.

However, I can see the features that Jeroen mentioned.

Thank you for sharing the information