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JQL to show ticket updates for a specific workflow status

Jonathan Goodier

Hi,

I am trying to run a JQL to show tickets in a specific workflow status that have not been updated by the ticket agent for more than 5 days. I have tried this with the below JQL search:

project = "XXXXX" AND status in ("Work in progress", Triage, "Raise to Support") AND updated < -5d

The problem is that this is not returning results where within that 5 day period, the reporter has updated the ticket, I need the filter to exclude updates from the ticket reporter/ customer, and only look for tickets where it has not been updated in the above workflow statuses for 5 days or more.

Any help would be greatly appreciated.

Thanks.

Accepted answers

All comments

Susan Waldrip

Hi @Jonathan Goodier , Welcome to the Community!

Your JQL looks right except you might try "...AND updated >= -5d" -- this should list any issues for that project and one of those statuses where the Updated field date is at least 5 days old. Let us know if that worked, or please provide a bit more detail, thanks!

Jonathan Goodier

@Susan Waldrip thank you for your response.

The time its searching is not the problem, its that the JQL is looking for no updates within the ticket for 5 days for either the ticket owner, or the ticket reporter. I need it to ignore any updates within the 5 days from the ticket reporter, and only look at the ticket owner.

Laurie Sciutti

Hi @Jonathan Goodier ~ looks like you just need a NOT operator...

AND NOT updated < -5d

Susan Waldrip

OK, that's a good questions and I'm not sure how to do that, either! @Laurie Sciutti , do you know how to write this JQL statement so it would limit resulting tickets to those that were updated only by the Assignee (agent) 5 days ago or longer?

Laurie Sciutti

@Jonathan Goodier and @Susan Waldrip ~ you might be able to accomplish this using the updatedby() function (using the NOT IN operator to exclude updates by that user

https://confluence.atlassian.com/jirasoftwareserver081/advanced-searching-functions-reference-970611548.html

issue NOT IN updatedBy("<username>")

Susan Waldrip

Thanks @Laurie Sciutti , so for a specific agent, the JQL would be

project = "XXXXX" AND status IN ("Work in progress", Triage, "Raise to Support") AND updatedBy("<username>") AND updated <= -5d

Is that right?

Any idea how to use a variable for the agent so matches would include tickets not updated by any agent in the last 5+ days, rather than a specific agent? I looked at all the other functions in the link you provided (thank you!) but nothing seemed applicable.

Laurie Sciutti

Hi @Susan Waldrip ~ for no updates by any agent, you would just exclude the updatedBy function.

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