JQL for issues that have been resolved within 5 minutes

Question

Is there a way to search for issues whose status has changed within 5 minutes? Not within the LAST five minutes, but were closed just within a five minute period - NOT a specific date range.

Essentially we have Tech Support agents who log issues in JSD that are actually phone calls.  They take the call and resolve it while on the phone, log the issue in JSD for reference and then immediately close it, since it was in reality already closed.  The transition from Open > Resolved should happen within just a few minutes. We keep issues in JSD so that our product team can see what issues are appearing within their products.  However, we want to be able to at least identify these issues since it may be skewing our SLAs.

Any suggestions?

Lindsay Czopur_4efljz · Answer

Wow, Matheus, this is exactly what I need!  Thank you so much!  Our support team is thrilled with this solution!

mschonarthatlassian · Answer

Hey, Lindsay

You’re welcome!

Yes, you can definitely use labels to filter out phone call issues.

Based on your description I understood that you also want to get issues that have no labels. For this to be achieved you have to use IS EMPTY because null values cannot be compared using !=.

Your JQL would look like this:

issuetype = Support AND assignee in (EMPTY,  dpelissier, bgasper, badams, kherrholtz, cbranca, fdonnadio, jadkins, mgreen, mpatoray, kbretz, jcarte, tbrown) AND (labels !=Phone OR labels IS EMPTY)

This will get all Support type issues that are both a) either assigned to the designated users or unassigned and b) have either no labels or no “Phone” label.

Please, feel free to ask if you have further questions.

Cheers!

Lindsay Czopur_4efljz · Answer

Awesome - thanks for the answer! Could I potentially use that label to filter out those issues that are labeled with phone?  Right now I have my SLA JQL filtering out so it only includes the core Tech Support team.  Below is an example:

issuetype = "Support" and assignee = Unassigned OR issuetype = "Support" AND assignee in (dpelissier, bgasper, badams, kherrholtz, cbranca, fdonnadio, jadkins, mgreen, mpatoray, kbretz, jcarte, tbrown)

Could I potentially add the following if enabled?

issuetype = "Support" and assignee = Unassigned AND label !="Phone" OR issuetype = "Support" AND assignee in (dpelissier, bgasper, badams, kherrholtz, cbranca, fdonnadio, jadkins, mgreen, mpatoray, kbretz, jcarte, tbrown) AND label !="Phone"

What do you think? Thanks again!