How to Capture Ticket Transitions or Comments
Asked by Jose Sevilla:

Hello. I'd like to know how to get information on the number of times a team member has either commented on a ticket or has moved a ticket forward (i.e. ticket transition). We're trying to quantify participation on our Jira boards.

Even though we can find numbers behind who creates, reports, or watches tickets, we don't feel these metrics alone fully encapsulate Jira board contribution. Thank you for your help in advance.


Answers:
author: Samuel Gatica
body: Hi [@Jose Sevilla](/t5/user/viewprofilepage/user-id/5571680)

Welcome to the community!

You may want to try [Issue History for Jira](https://marketplace.atlassian.com/apps/1220385/issue-history-for-jira?tab=overview&hosting=cloud) app, check doc [History searches with \& without JQL \[10 examples\]](https://community.atlassian.com/t5/App-Central/History-searches-with-amp-without-JQL-10-examples/ba-p/2017596) section History searches without JQL

Hope this helps!

Best regards

Sam

comments: author: Yuliia_Borivets__SaaSJet_
body: [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) thank you for mentioning [Issue History for Jira](https://marketplace.atlassian.com/apps/1220385/issue-history?hosting=cloud&tab=overview&utm_source=Atlassian_Community&utm_medium=referral&utm_campaign=Comment_How-to-Capture-Ticket-Transitions-or-Comments_20240820) from my team

[@Jose Sevilla,](#) here is an example of how the reports might look. You can filter by projects, updaters, and dates.

For status transition:

![jira status history.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/306811iDCCDAB4E33E55864/image-size/large?v=v2&px=999 "jira status history.jpg")

If you need any help, you are welcome to [book a demo](https://calendly.com/vitalii_meeting/issue-history?month=2023-10).


author: Jose Sevilla
body: Thank you for the information, [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) and [@Yuliia_Borivets__SaaSJet_](/t5/user/viewprofilepage/user-id/4307791) . This is probably what I need. Once I get administrator approval, I'll try this application.


author: Yuliia_Borivets__SaaSJet_
body: Hi [@Jose Sevilla](/t5/user/viewprofilepage/user-id/5571680)

If you need any further help, you are welcome to contact our support team at [support@saasjet.atlassian.net](mailto:support@saasjet.atlassian.net)


author: Joseph Chung Yin
body: [@Jose Sevilla](/t5/user/viewprofilepage/user-id/5571680) -

Welcome to the community. Out of the box, it is not possible unless you review the Activity section associated with the issues manually (one issue at a time). If you need something else that provide you with enhanced functionality, you will need a third party add-on for your env as suggested by [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) .

One other option would involve the following -

1) Created custom fields (i.e. one for issue transition counter and other one for issue commenting counter - both will be number data format set with 0 as the default value)

2) Associate those two fields to your issue context and make sure they are for View issue only and not editable.

3) Customize your WF transitions by adding a post function call to increment the issue transition counter.

4) Create an automation rule to be trigger by Issue Commented event, and then increment the issue commenting counter.

NOTE - this option is primary gather the information at the issue level, but it is not at each team member level.

Hope this also helps.

Best, Joseph Chung Yin

comments: author: Jose Sevilla
body: Thank you for the suggestions, Joseph. If the Issue History app does not work for me, I'll try these other options.


author: Joseph Chung Yin
body: [@Jose Sevilla](/t5/user/viewprofilepage/user-id/5571680)

You are welcome. If my suggestion helped you, please click on Accept answer when you can, so others with similar asks will see this posting as an answered one. My suggestion can be done out of the box without incurring additional costs to your site.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud