Automation for Jira - How to keep track of the last comment made by an Agent ( in Jira Service Management )
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
This article explains how to create a rule that will store the last comment made by an Agent that can be used in other Automation rules and reports
Solution
Create an Automation rule with the following properties:
Trigger: When issue commented
Condition: If all match
{{comment.internal}}equals falseInitiator is in jira-servicedesk-users
Action: Set entity property
Entity type- Issue
Property key- lastAgentComment
Property value-
{{comment.body}}
Afterwards you can use the smart value {{issue.properties.lastAgentComment}} to reference the last comment made by an Agent
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