JQL status changed does not reset when status in issue is changed the second time

Question

Hey folks,

i have the following problem:

I need to search for Tickets that have been in the status "Waiting for Customer" for 7 days, 14, days and 21 days.

im working with the following JQL:

"status = "Waiting for customer" AND NOT (status changed AFTER ("-1w") or status changed Before ("-2w"))"

This query works fine for the first time the status is set. However, as soon as the status is changed from "Waiting for customer" to e.g. "Work in progress" and then back to "Waiting for customer" the JQL posted above does not find the issue anymore hence my automation that works with that query cant proceed.

I'm guessing my JQL is faulty but i cant find the error.

Can someone help? Cheers

Janek

Janek Looschen · Answer

Hey @Ste Wright ,

i'll try :)

I'm looking to find any issue that is in the status "Waititng for Customer" and has been in that status for 7 days, 14, days and 21, days.

Whenever the status is changed from "Waiting for Customer" the JQL should register in a way the reset timer so a ticket that has been 13 Days in the status "Waiting for Customer" is now 0 days in "Waiting for Customer".

Also, naturally, the JQLs should differentiate between each other. What i mean by this is that no JQL should have the same results. A ticket that is found by the JQL for 14 Days can not be found by the JQL for 7 days. That would be the time interval i spoke of.

This is what we've come up with for now but I think we are not quite there yet:

status = "Waiting for Customer" AND (not status changed FROM "Waiting for Customer" AFTER startOfDay("+15h")) AND status changed TO "Waiting for Customer" BEFORE endOfDay(-7) AND status changed TO "Waiting for Customer" AFTER startOfDay(-7)

Ste Wright · Answer

Hi @Janek Looschen

The current JQL works accurately - if it's changed from Waiting for Customer > Work In Progress, work is done against the ticket, then its changed back (to await feedback on the new work) - is there an issue with that?

If yes, could you clarify what metric you're looking to highlight there?

Ste

Janek Looschen · Answer

Hi @Ste Wright ,

thanks for the reply,

* Yes. The JQL needs to show Tickets in the status "Waiting for Customer"
* Correct. The JQL needs to filter the issues that have been in the status "Waiting for Customer" AND for which the status has not been changed for the time interval 1-7 days -> from 7.01 to 14 Days -> from 14.01 to 21 days.

Hmm, i see your point. Do you have any suggestions on how to work around that? I am, unfortunately, currently clueless.

Best

Janek