View issues not touched by assignee in 2 business days

Question

Hi

I have been asked to create a widget on a dashboard which shows an agent all tickets they haven't touched in 2 business days. This needs to only include office hours.

My initial thought was to use the solution here: https://community.atlassian.com/t5/Jira-Software-questions/Is-there-a-way-to-track-if-the-assignee-has-updated-an-issue/qaq-p/1801766

However, i only want the counter to count down in business hours (eg 9-5 Mon-Fri) so I'm thinking that the best way to do this would be through and SLA, using a similar JQL query from the linked answer above

The only thing is, once the assignee updates/comments on the ticket, it needs the SLA to start counting down again.

Anyone know how I can do this please? I do not want to use a third party add on.

Thanks!

Kristján Geir Mathiesen · Answer

Ah, I see. Sounds like a recipe for a 3rd Party App :(

Asher Francis · Answer

Thanks Kristjan, I think the things I am struggling with the most are:

1. Having it only count down in business hours

2. Having it reset when the agent adds a comment/updates the issue

If it wasn't for the business hours I could do this with automation and a custom field

Kristján Geir Mathiesen · Answer

Hi @Asher Francis

Have you thought about making creative Automation rule/s for this and maybe use more statuses in the workflow, since you want to use Jira OOTB?

The rule/s can also add a label or update a field. Then you could build filters and have different gadgets on a dashboard to represent 0-4 hours, 5-10 hours, etc.

HTH,
KGM