How to search for issues with no customer response for more than X days ? (status stays the same)

Question

Hello All !

I know a lot of questions have been asked about searching for old tickets, but apparently never with this particular case scenario.

Here is my predicament. For certain type of requests, our first status is "WAITING FOR APPROVAL", and the request will stay in this status until an approver approves the request.

In the meantime, a conversation can take place between the customer and the servicedesk. However we can't use automation to change the status between "waiting for user"  and "waiting for support" since no approval is being provided yet.

I am still however trying to find out if we have been waiting for a response from the customer for more than X days.

The query would be:

* status = "WAITING FOR APPROVAL"

* last communication is a shared comment by a helpdesk team member

* there has been no answer from customer since X days after the above thelpdesk team member shared comment

I tried to see if we could create an SLA, but it doesn't seem to have the required triggers.

Hope it make sense and that someone can give us a hand !

Thanks in advance to the community :)

Lennart · Answer

I'd include something like this (you will need ScriptRunner for it):

issueFunction in commented('after startOfMonth() by currentUser()')

See also: https://scriptrunner.adaptavist.com/latest/jira/jql-functions.html#_comments

Krisztian Kovacs_rapuo3 · Answer

hi there,

would it help to look for issues with last updated date more than 7 days or something?

updated <= -3d

I assume that nobody on your side touched the ticket for a while. I think that could with with SLAs as well, someone will probably correct me though.

Would something like this work?