Find the right JQL for checking, if the status was already set in the past

[Nicole_Brueckner]

Dear community, 

For our support workflow we have an any transition to "In Progress". On top we have a plugin "E-Mail this issue" as a lot of customers are not proactively using the portal. 

For reaching the status "In Progress", we are sending a mail, that we start with the work on the issue. But i just want to send it once - when we firstly reach this status. Sometimes we change the status to "Demand Development" e.g. After the Development has given an answer to this issue, it is going back to "In Progress" and the customer is receiving again the information, which is quite annoying. 

Any idea how to check via JQL if the issue was already in the status before reaching the same status again? 

All my tries are not leading to a successful search (status was in... status changed before..) as the status is the same status as the check. 

We have scriprunner in use, if there is a suggestion for issuefunctions. 

Thanks in advance for the help. 

Best regards-, 

Nicole

[Piyush Annadate _ACE Pune_ · Accepted solution]

Hi @Nicole_Brueckner .
In the JQL Filter for EMAIL THIS ISSUE - you may use something as below; which is time dependent; if someone did the status changes within 1 hour, that would send the mail; hence this would be temporary apply.

status WAS NOT IN ("In Progress") BEFORE -1h

I would suggest you to have a Field created that would store the first Transition to that status equal to 1 else 0.
Example: As when for the first time status is 'In Progress'; check if field is 0 if so, send the mail and apply the value 1 to that customfield; if status is changed to 'in progress', check if value of field is 0; if not; don't send the mail (condition in email this issue 'when' condition'.

Else, you can use the Automation to JIRA as well wherein you can apply and check issue properties than new customfield. 

[Nicole_Brueckner]

Hi :) 

I think this solves it currently. I had a bit of concerns, if they trigger correct due to some timing perspectives, but it seems as this is running. Thank you!

[Manon Soubies-Camy]

Hi @Nicole_Brueckner,

Are you sending Email This Issue notifications via workflow post functions? This seems like the easiest solution as you could tweak your workflow using two separate "In Progress" transitions.

For example, with the below workflow:

You could configure the following:

• If the issue has never been "In Progress" (eg, "To Do" > "In Progress"), then add post function to send the Email This Issue notification.

• If the issue has ever been "In Progress" (eg, "Done" > "In Progress"), skip the Email This Issue post function and the email won't be sent again.

I don't have a Jira Data Center environment on hand, so my screenshots are from Jira Cloud, but you can apply a similar logic in Data Center using ScriptRunner's Checks if this Issue has Been in a Status Previously condition for example.

Hope this helps!

- Manon