How can i higlight an issue in the queue when the reporter adds new comments
Asked by Abhishek Mendke:

Hi All,

I want to highlight the issue in the queue grid, if the reporter adds a new update / comment. Right now if i sort by updated column, all the issues are shown on top. But i want that only if the reporter updates the issue then it should be highlighted.

Thanks in advance for your help.


Answers:
author: Lisa Forstberg
body: Hi [@Abhishek Mendke](/t5/user/viewprofilepage/user-id/5503109) ,

I totally see your need here. There is no such feature (yet?) in the queue to highlight, or color the issue based on the last comment from the customer.

There are some workarounds though.

* Automation to set a custom field to certain values based on comment actions and use that field as a column/filter in your queues[Here is some inspiration](https://community.atlassian.com/t5/Jira-Service-Management/Any-way-to-search-for-last-comment-made-by-customer-in-a/qaq-p/2235435)
* Explore addon -[Comment custom field for Jira](https://marketplace.atlassian.com/apps/1219476/comment-custom-fields-for-jira?hosting=cloud&tab=overview) perhaps might meet the need.
* If working outside of queues, Explore addon [Scriptrunner](https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=cloud&tab=overview) for its advanced filtering on comments.

best of luck

/L

comments: author: Abhishek Mendke
body: Thank you [@Lisa Forstberg](/t5/user/viewprofilepage/user-id/5101516) the option for Automation worked as a good workaround for me.


author: Hannes Obweger - JXL for Jira
body: Hi [@Abhishek Mendke](/t5/user/viewprofilepage/user-id/5503109)

if you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2744322).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of so-called *smart columns* that aren't natively available, including the *date of / time since last comment by customer*, and many more. Combined with JXL's *conditional formatting*feature, you can build a view like e.g. this in just a couple of clicks:

![time-since-last-comment-by-customer.gif](https://community.atlassian.com/t5/image/serverpage/image-id/333456i18F2C9900B305B62/image-size/large?v=v2&px=999 "time-since-last-comment-by-customer.gif")

As every JXL sheet is powered by a JQL statement, you have full control over which issues should be visible. This means that you can easily model your queues as "supercharged" JXL sheets, which is something that many of our customers do.

All this *just works* - so there's no scripting or automation whatsoever required.

I should also add that JXL can do much more than the above: From support for configurable *issue hierarchies* , to *issue grouping* by any issue field(s), *sum-ups* , or *bulk editing via copy/paste.*

Any questions just let me know,

Best,

Hannes


Tags: cloud

jira-service-management

jira-service-management-cloud