Need help using !~ operator when searching for comments using JQL

[Ian _I_ - Aware]

Hi Everyone.

I need help using the !~ operator when it comes to finding tickets via JQL based on comments.

Here is my JQL:

project in (A, B, C, D, E, F) AND status in ("Waiting for Approval", "Waiting for approval") AND resolution = Done AND comment !~ "Help Desk"

Basically, I want to show tickets that are Waiting for Approval (with resolution reason of Done) where they don't contain a comment featuring the string "Help Desk".

This is so that I know I can then add a reply to them to follow up.

However, when I run this JQL, which does run, it still shows the tickets where I have already followed up with the full comment 'Help Desk update, this ticket will be closed soon'.

Surely, they should be removed?  That is what I am trying to acheieve.

If I change the JQL to use ~ then no tickets are displayed:

project in (A, B, C, D, E, F) AND status in ("Waiting for Approval", "Waiting for approval") AND resolution = Done AND comment ~ "Help Desk"

I just read in the Atlassian docs about !~ that *If the issue contains more than 1 comment, this operator will fail, because all comments will be included in the search" - which is what seems to be happening, it fails as there are multiple comments, so how can I do what I am trying to achieve?

Sorry if this doesn't make sense, happy to answer any questions - thanks!

[Ian _I_ - Aware]

Thank you for replying @Harald Seyr

I saved my filter that looked for all tickets that contained the text string (step 1 of your solution in the other thread).  But I can't do step 3, as the filter doesn't appear.

For example, I saved my filter as 'Tickets to update' but when I try to use LIKE filter not in () the filter 'Tickets to update' is not available for selection.

What am I doing wrong?

[Harald Seyr]

Maybe you check if the filter from first step needs to be a public filter, not privte to your user. There is some way to set access rights for each filter you save.

[Ian _I_ - Aware]

I checked this too and the filter I made is set to My Organisation, but still doesn't show up.

Can you possibly give an example of the correct JQL syntax?

[Harald Seyr]

Probably something like filter not in ("Tickets to update")

You can always type the command directly without the selection, also use copy/paste.

[Harald Seyr]

Hi @Ian _I_ - Aware 

maybe the solution sugessted in Solved: Searching Issues where comment field does not incl... (atlassian.com) does also help in your case.

Regards,

Harald