Flowzira provides a comprehensive set of custom fields to track various aspects of issue comments:

Content Fields

Last Comment

Field Name: Last Comment
Type: String
Description: Displays the content of the last comment on the issue in the format "Author: Comment text"

Detailed Information:

Provides immediate visibility into the most recent communication without navigating to the comments section
Includes author attribution for quick identification of who provided the latest update
Automatically updates when new comments are added
Useful for dashboard widgets and issue list views
Character limit follows Jira's standard field display limitations

Primary Use Cases:

Dashboard widgets showing recent activity across projects
Quick triage of issues based on latest communication content
Identifying issues requiring follow-up based on comment content
Sprint planning reviews to understand current status

Example JQL Queries:

# Find issues where last comment mentions "urgent" or "critical"
"Last Comment" ~ "urgent OR critical"

# Issues with recent comments containing specific keywords
"Last Comment" ~ "blocked" AND updated >= -7d

# Customer-facing issues with status updates in last comment
project = "SUPPORT" AND "Last Comment" ~ "status update"

First Comment

Field Name: First Comment
Type: String
Description: Shows the content of the first comment on the issue

Detailed Information:

Captures the initial comment made on the issue, providing context for the conversation origin
Remains static once set, unlike Last Comment which updates dynamically
Particularly valuable for understanding initial requirements, customer feedback, or problem descriptions
Often contains critical context that may be referenced throughout the issue lifecycle
Helps maintain continuity when issues have extensive comment histories

Primary Use Cases:

Understanding original requirements or problem statements
Customer support scenarios to track initial customer feedback
Bug reports to preserve original reproduction steps
Feature requests to maintain original scope and rationale

Example JQL Queries:

# Find bugs where first comment mentions specific error messages
issuetype = Bug AND "First Comment" ~ "NullPointerException"

# Customer requests with specific product mentions in initial comment
"First Comment" ~ "mobile app" AND reporter in customersGroup()

# Issues where first comment indicates high priority
"First Comment" ~ "production down OR critical bug"

Count Fields

Comment Count

Field Name: Comment Count
Type: Number
Description: Total number of comments on the issue

Detailed Information:

Includes all comment types (public, internal, agent, customer)
Automatically increments when new comments are added
Provides a quick indicator of issue complexity and engagement level
Zero value indicates no comments have been made
Useful for identifying highly discussed issues that may need special attention

Primary Use Cases:

Measuring overall engagement and communication volume
Identifying complex issues requiring additional resources
Sprint planning to estimate discussion complexity
Quality gates for requiring minimum collaboration on critical issues

Example JQL Queries:

# Highly discussed issues in current sprint
sprint in openSprints() AND "Comment Count" > 10

# Issues with no comments that may need attention
"Comment Count" = 0 AND created <= -3d

# Complex bugs with extensive discussion
issuetype = Bug AND "Comment Count" > 15

# Stories requiring stakeholder alignment (high comment volume)
issuetype = Story AND "Comment Count" > 5 AND status = "In Review"

Internal Comment Count

Field Name: Internal Comment Count
Type: Number
Description: Number of internal/private comments on the issue

Detailed Information:

Counts only comments marked as internal or private in Jira Service Management
Useful for tracking internal team discussions separate from customer-facing communication
Helps measure collaboration intensity on complex issues
Zero value indicates all comments are public or no internal discussion has occurred
Essential for service desk operations to understand behind-the-scenes effort

Primary Use Cases:

Tracking internal team collaboration on customer issues
Measuring complexity of issues requiring internal coordination
Quality assurance for ensuring adequate internal review
Resource planning based on internal discussion volume

Example JQL Queries:

# Customer issues with significant internal discussion
project = "SUPPORT" AND "Internal Comment Count" > 3

# Issues requiring internal coordination (high internal comments vs total)
"Internal Comment Count" > 5 AND "Comment Count" > 10

# Complex technical issues with internal collaboration
component = "API" AND "Internal Comment Count" > 0

# Service desk tickets with no internal discussion (may need review)
"Internal Comment Count" = 0 AND created <= -24h AND status != Resolved

Public Comment Count

Field Name: Public Comment Count
Type: Number
Description: Number of public comments visible to customers

Detailed Information:

Counts only comments visible to customers and external stakeholders
Complementary to Internal Comment Count (Public + Internal ≈ Total Comment Count)
Important for customer transparency and communication tracking
Helps measure external-facing communication volume
Critical for service level agreement compliance and customer satisfaction

Primary Use Cases:

Measuring customer-facing communication transparency
Tracking external stakeholder engagement
Service level agreement reporting
Customer satisfaction correlation analysis

Example JQL Queries:

# Issues with high customer transparency (many public comments)
"Public Comment Count" > 5 AND project = "SUPPORT"

# Issues with only internal discussion (may need customer updates)
"Public Comment Count" = 0 AND "Internal Comment Count" > 2

# Transparent customer communications by priority
priority = High AND "Public Comment Count" > 3

# Customer issues with balanced communication
"Public Comment Count" > 0 AND "Internal Comment Count" > 0

Date/Time Fields

Last Comment Date

Field Name: Last Comment Date
Type: DateTime
Description: Timestamp of when the last comment was created

Detailed Information:

Updates automatically when any new comment is added
Provides precise timing for response time calculations
Essential for SLA monitoring and escalation automation
Includes both date and time components for accurate tracking
Useful for identifying stale issues requiring attention

Primary Use Cases:

SLA compliance monitoring and response time tracking
Identifying stale issues for follow-up automation
Communication recency analysis for prioritization
Escalation trigger timing for automated workflows

Example JQL Queries:

# Issues with no recent communication (stale issues)
"Last Comment Date" <= -7d AND status in ("In Progress", "Waiting for Response")

# Recently active customer issues
project = "SUPPORT" AND "Last Comment Date" >= -24h

# Issues approaching SLA breach (no activity in 4 hours)
priority = "High" AND "Last Comment Date" <= -4h

# Sprint issues with recent updates
sprint in openSprints() AND "Last Comment Date" >= -3d

First Comment Date

Field Name: First Comment Date
Type: DateTime
Description: Timestamp of when the first comment was created

Detailed Information:

Remains static once the first comment is made
Critical for measuring time to first response
Null value indicates no comments have been made on the issue
Important baseline for response time calculations
Useful for measuring team responsiveness patterns

Primary Use Cases:

Measuring time to first response for SLA compliance
Calculating overall response time metrics
Identifying issues that haven't received initial attention
Team performance benchmarking for initial responsiveness

Example JQL Queries:

# Issues created recently but no first response yet
created >= -4h AND "First Comment Date" is EMPTY

# Fast response issues (first comment within 1 hour of creation)
"First Comment Date" <= created + 1h

# Issues with delayed first response
"First Comment Date" >= created + 24h

# Customer issues with quick initial response
project = "SUPPORT" AND "First Comment Date" <= created + 2h

Last Agent Response Date

Field Name: Last Agent Response Date
Type: DateTime
Description: Timestamp of the most recent comment from an agent (JSM only)

Detailed Information:

JSM-specific field that tracks agent activity separately from customer comments
Updates only when agents (not customers) add comments
Critical for agent performance monitoring and SLA compliance
Null value indicates no agent has commented yet
Essential for customer service quality metrics

Primary Use Cases:

Agent response time monitoring in service desk scenarios
SLA compliance tracking for agent responsiveness
Workload distribution analysis across agents
Customer service quality assurance

Example JQL Queries:

# Customer issues awaiting agent response
project = "SUPPORT" AND "Last Agent Response Date" is EMPTY AND created >= -4h

# Issues with delayed agent response
"Last Customer Comment Date" > "Last Agent Response Date" AND "Last Customer Comment Date" <= -2h

# Agent performance - recent responses
"Last Agent Response Date" >= -24h AND assignee = currentUser()

# SLA breach risk - no agent response in 4 hours
priority = "High" AND "Last Agent Response Date" <= -4h

Last Customer Comment Date

Field Name: Last Customer Comment Date
Type: DateTime
Description: Timestamp of the most recent comment from a customer (JSM only)

Detailed Information:

JSM-specific field tracking customer activity independently
Updates only when customers (not agents) add comments
Essential for understanding customer engagement timing
Helps identify when customers are waiting for responses
Critical for measuring customer satisfaction and engagement

Primary Use Cases:

Understanding customer communication patterns and engagement
Identifying customers waiting for agent responses
Customer satisfaction analysis through engagement timing
Prioritizing issues based on recent customer activity

Example JQL Queries:

# Customers waiting for response (recent customer comment, no agent response)
"Last Customer Comment Date" > "Last Agent Response Date" AND "Last Customer Comment Date" >= -2h

# Active customer engagement (recent customer comments)
"Last Customer Comment Date" >= -24h

# Customer follow-ups (multiple recent customer comments)
"Customer Reply Count" > 2 AND "Last Customer Comment Date" >= -48h

# Inactive customers (old last customer comment)
"Last Customer Comment Date" <= -7d AND status = "Waiting for Customer"

Identity Fields

Last Commenter

Field Name: Last Commenter
Type: String
Description: Display name of the person who made the last comment

Detailed Information:

Shows the full display name as configured in Jira user profiles
Updates automatically when new comments are added
Provides immediate identification without opening the issue
Useful for tracking conversation ownership and responsibility
Helps identify who should be contacted for follow-up

Primary Use Cases:

Quick identification of who last responded to an issue
Conversation ownership tracking for follow-up purposes
Team collaboration analysis and participation patterns
Escalation path identification based on last responder

Example JQL Queries:

# Issues where specific team members were last to comment
"Last Commenter" in ("John Smith", "Jane Doe")

# Issues where manager was last commenter (may need delegation)
"Last Commenter" in membersOf("managers")

# Customer issues where customers were last to comment
project = "SUPPORT" AND "Last Commenter" in membersOf("customers")

# Development issues where QA was last to comment
component = "Testing" AND "Last Commenter" in membersOf("qa-team")

First Commenter

Field Name: First Commenter
Type: String
Description: Display name of the person who made the first comment

Detailed Information:

Remains static once the first comment is made
Identifies who initiated the conversation on the issue
Often indicates the subject matter expert or primary stakeholder
Useful for understanding conversation origins and context
Helps identify key stakeholders for ongoing communication

Primary Use Cases:

Identifying who initiated conversations for context
Understanding stakeholder involvement patterns
Tracking subject matter expert engagement
Historical analysis of conversation starters

Example JQL Queries:

# Issues where customers initiated the conversation
"First Commenter" in membersOf("customers")

# Technical issues where architects provided first input
component = "Architecture" AND "First Commenter" in membersOf("architects")

# Issues with management involvement from the start
"First Commenter" in membersOf("management")

# Community-driven discussions
"First Commenter" in membersOf("community-contributors")

Relationship Fields

Last Commenter is Assignee

Field Name: Last Commenter is Assignee
Type: String (True/False)
Description: Indicates whether the last commenter is the current assignee

Detailed Information:

Boolean field showing "True" when assignee was the last to comment, "False" otherwise
Automatically updates when comments are added or assignments change
Critical for determining if assignees are actively engaged with their issues
Helps identify issues where assignees may not be aware of recent developments
Essential for escalation and follow-up automation

Primary Use Cases:

Determining if assignees have responded to recent communication
Identifying issues requiring assignee attention or escalation
Measuring assignee engagement and responsiveness
Automating follow-up notifications for inactive assignees

Example JQL Queries:

# Issues where assignee hasn't responded to recent comments
"Last Commenter is Assignee" = "False" AND "Last Comment Date" >= -24h

# Active assignees (recently commented on their assigned issues)
"Last Commenter is Assignee" = "True" AND assignee = currentUser()

# High priority issues needing assignee response
priority = "High" AND "Last Commenter is Assignee" = "False"

# Sprint issues where assignees are actively engaged
sprint in openSprints() AND "Last Commenter is Assignee" = "True"

Last Commenter is Reporter

Field Name: Last Commenter is Reporter
Type: String (True/False)
Description: Indicates whether the last commenter is the issue reporter

Detailed Information:

Boolean field showing "True" when reporter was the last to comment, "False" otherwise
Helps track reporter engagement and follow-up activity
Indicates when reporters are actively providing additional information
Useful for prioritizing issues where reporters are seeking updates
Important for customer service scenarios to track customer activity

Primary Use Cases:

Tracking reporter engagement and follow-up activity
Identifying issues where reporters are waiting for responses
Measuring customer satisfaction through reporter participation
Prioritizing issues with active reporter involvement

Example JQL Queries:

# Issues where reporters are waiting for responses
"Last Commenter is Reporter" = "True" AND "Last Comment Date" >= -4h

# Active reporter engagement (reporters providing updates)
"Last Commenter is Reporter" = "True" AND updated >= -24h

# Customer issues with recent customer activity
project = "SUPPORT" AND "Last Commenter is Reporter" = "True"

# Bug reports with active reporter follow-up
issuetype = Bug AND "Last Commenter is Reporter" = "True"

Last Commenter is Creator

Field Name: Last Commenter is Creator
Type: String (True/False)
Description: Indicates whether the last commenter is the issue creator

Detailed Information:

Boolean field showing "True" when creator was the last to comment, "False" otherwise
Distinguishes between creator and reporter (which may be different in some workflows)
Helps track original stakeholder engagement throughout issue lifecycle
Indicates when issue creators are providing additional context or updates
Useful for measuring stakeholder satisfaction and involvement

Primary Use Cases:

Understanding original stakeholder involvement and satisfaction
Tracking creator engagement throughout issue resolution
Identifying issues where creators are seeking status updates
Measuring stakeholder satisfaction through participation patterns

Example JQL Queries:

# Issues where creators are actively providing updates
"Last Commenter is Creator" = "True" AND "Last Comment Date" >= -48h

# Feature requests with active creator involvement
issuetype = "Feature Request" AND "Last Commenter is Creator" = "True"

# Issues where creators are waiting for responses
"Last Commenter is Creator" = "True" AND "Last Comment Date" <= -24h

# Stakeholder engagement analysis
"Last Commenter is Creator" = "True" AND priority in ("High", "Highest")

Jira Service Management Specific Fields

Last Comment is Internal

Field Name: Last Comment is Internal
Type: String (True/False)
Description: Indicates whether the last comment is internal/private

Detailed Information:

JSM-specific boolean field showing "True" for internal comments, "False" for public
Critical for understanding the current state of customer-facing communication
Helps determine if customers are waiting for public responses
Essential for maintaining appropriate communication transparency
Automatically updates based on comment visibility settings

Primary Use Cases:

Distinguishing between internal and customer-facing communications
Identifying issues where customers may be waiting for public updates
Ensuring appropriate communication transparency levels
Workflow routing based on comment visibility

Example JQL Queries:

# Customer issues where last comment was internal (may need public update)
project = "SUPPORT" AND "Last Comment is Internal" = "True"

# Issues with recent public communication
"Last Comment is Internal" = "False" AND "Last Comment Date" >= -24h

# Complex issues with internal-only recent activity
"Internal Comment Count" > 3 AND "Last Comment is Internal" = "True"

# Transparent communications (recent public comments)
"Last Comment is Internal" = "False" AND priority = "High"

Last Comment is Agent Response

Field Name: Last Comment is Agent Response
Type: String (True/False)
Description: Indicates whether the last comment was made by an agent

Detailed Information:

JSM-specific boolean field showing "True" for agent comments, "False" for customer comments
Essential for determining conversation ownership in service desk scenarios
Helps identify when agents have responded versus when customers are waiting
Critical for SLA compliance and response time monitoring
Automatically updates based on commenter's role in JSM

Primary Use Cases:

Tracking agent vs. customer communication patterns
Identifying issues where customers are waiting for agent responses
Measuring agent responsiveness and engagement
SLA compliance monitoring for agent response requirements

Example JQL Queries:

# Customer issues where agents have responded (ball in customer's court)
project = "SUPPORT" AND "Last Comment is Agent Response" = "True"

# Issues waiting for agent response
"Last Comment is Agent Response" = "False" AND "Last Comment Date" >= -2h

# Agent performance - recent agent responses
"Last Comment is Agent Response" = "True" AND "Last Comment Date" >= -24h

# Customer escalations (no recent agent response)
priority = "High" AND "Last Comment is Agent Response" = "False"

Agent Reply Count

Field Name: Agent Reply Count
Type: Number
Description: Total number of replies from agents

Detailed Information:

JSM-specific count of all comments made by agents (not customers)
Automatically increments when agents add comments
Essential for measuring agent engagement and workload
Helps identify issues requiring significant agent effort
Zero value indicates no agent has commented yet

Primary Use Cases:

Measuring agent engagement and workload distribution
Identifying complex issues requiring significant agent effort
Performance analysis for agent productivity
Resource planning based on agent comment patterns

Example JQL Queries:

# Issues requiring significant agent effort
"Agent Reply Count" > 5

# Issues with no agent response yet
"Agent Reply Count" = 0 AND created <= -4h

# Agent workload analysis for current user
assignee = currentUser() AND "Agent Reply Count" > 0

# Complex customer issues with high agent engagement
project = "SUPPORT" AND "Agent Reply Count" > 3

Customer Reply Count

Field Name: Customer Reply Count
Type: Number
Description: Total number of replies from customers

Detailed Information:

JSM-specific count of all comments made by customers (not agents)
Automatically increments when customers add comments
Essential for measuring customer engagement and satisfaction
Helps identify highly engaged or frustrated customers
Zero value indicates customer has not commented

Primary Use Cases:

Understanding customer engagement levels and satisfaction
Identifying highly engaged customers requiring attention
Measuring customer participation in issue resolution
Customer satisfaction analysis through engagement patterns

Example JQL Queries:

# Highly engaged customers (many customer replies)
"Customer Reply Count" > 3

# Issues with no customer follow-up
"Customer Reply Count" = 0 AND created <= -48h

# Active customer engagement requiring attention
"Customer Reply Count" > 1 AND "Last Comment is Agent Response" = "False"

# Customer satisfaction correlation
"Customer Reply Count" > 2 AND resolution = "Fixed"

Field Reference

Content Fields

Last Comment

First Comment

Count Fields

Comment Count

Internal Comment Count

Public Comment Count

Date/Time Fields

Last Comment Date

First Comment Date

Last Agent Response Date

Last Customer Comment Date

Identity Fields

Last Commenter

First Commenter

Relationship Fields

Last Commenter is Assignee

Last Commenter is Reporter

Last Commenter is Creator

Jira Service Management Specific Fields

Last Comment is Internal

Last Comment is Agent Response

Agent Reply Count

Customer Reply Count