Highlight Replies in JSM

[Dietrich]

Hello everyone!

We've recently moved to JSM from a different help desk and we've come across the following use case:

In the previous software, when someone replied to the issue, it would be marked in bold and a little red envelope would appear so that the agent could easily see that someone had replied simply by looking at their queue.

In JSM we get the email notifications telling us someone has replied etc., but we would like a visual indicator in the queue if possible.

Does anyone know if there is a way I can configure this (I checked but don't see anything like it), or perhaps if there is an app I could install?

Thanks in advance!

D

[Jack Brickey · Accepted solution]

I would suggest creating a “recent reply” queue that would allow your agents to monitor those issues separate from the rest of the open issues. Place this queue at the top and instruct the team to keep at zero. Use labels (or custom field) and automation for this suggestion.

Automation:

• trigger - issue commented
• condition - user condition initiator is customer
• action - add label (or set field true) “new-customer-comment”

JQL for queue - labels = “new-customer-comment”

process:

• agents monitor queue
• agents remove label (or clear field)

[Dietrich]

Hi @Jack Brickey , thanks so much! Definitely going to use this! :)

[Alex Koxaras -Relational- · Accepted solution]

Hi @Dietrich and welcome,

There is no out of the box functionality to do that. There are tricks to achieve something, but not having the issue in bold letters.

One of these tricks would be to create a custom field (e.g. a date) and whenever you transition from a status support <==> customer, this field would be either populated by the date/time of the latest customer comment, or would be clear if an agent replied.

Let me know if you need any further assistance.

Alex

[Dietrich]

Hi @Alex Koxaras -Relational- , thank you! This is a useful suggestion and I'm going to use it for another challenge we had. Thanks for the quick response!

[Liam Green · Accepted solution]

Hi @Dietrich 

Welcome to the Community!

We use a status update, so a ticket is 'Waiting for customer', then when a reply comes in automation changes the status to 'Waiting for support' - that way you can filter your queue to just see things waiting for support.

Hope that helps,

Liam

[Dietrich]

Hi @Liam Green , thanks so much, I'm going to use your suggestion in combination one of the others. Really appreciate the quick response :)

[ICANSEEYOU7867]

Found this and wanted to post my solution.  This solution requires ScriptRunner though, as it has the custom fields already to easily accomplish this.

I don't particularly like the "Waiting for customer" and switching back and forth, because I would need to change a bunch of workflows.  I also dont like the idea of a tech needing to remove a label.  This sort of things would need to be automated to work.

So I just made a queue with this JQL.  I also removed the currentUser() bits and I have another queue for new replies across all open tickets.

assignee = currentUser() AND project = MyProjectCode and issueFunction not in lastComment("inRole 'Service Desk Team'") AND issueFunction in hasComments('+1') AND resolution = Unresolved ORDER BY "Time to resolution" ASC

 This ensures that there is at least one comment on an issue, and that this comment is not a member of the servicedesk team (this group can be modified to fit your needs).