JQL query Waiting on Customer longer than X

[Gualter Augusto]

Hello,

I need help in setting up a queue. I need to have a list of all issues that have "Waiting for Customer" status unchanged for longer than 7 days.

How can i achieve this?

Thanks,

[Thomas Deiler · Accepted solution]

project = XYZ AND status = "Waiting for Customer" and updatedDate <= -7d

The only problem: This wouldn't work if some one else edits a single field or adds a comment. Then the updatedDate is modified (not by the customer).

So long

Thomas

[Gualter Augusto]

i understand. This can work for me i guess!

Thank you!

[Bartosz Wojciechowski]

Hello!

Try this one:

status = "Waiting for Customer" and not status changed after startOfWeek()

Probably, you need to work with time part (after / before / during) but you will do it fine

[Gualter Augusto]

does startofWeek = monday

or

today minus 7 days?

thanks,

[Bartosz Wojciechowski]

startofWeek = monday

If you want 7 days, it should be like that:

status = "Waiting for Customer" and not status changed after -7d

[Gualter Augusto]

Great!

Thanks for your help.

In my use-case it would be even better to have this status "unchanged after X", with X being an un-static value.

I achieved this by:

- creating a custom date-time field, named "Snooze Until";

- every time an issue is created i set it to: now()+1 day, with Automation for JIRA

- for every issue, i can change the value to what i want (e.g. 1 week, 3 days, etc)

- the JQL now is: 

issuetype in (Incident, Question) AND status = "Waiting for customer" AND "Snooze Until" < now() 

Basically i want to respond to all my tickets, and then follow up later on to those i did not have response (and the i decide what to do: close, resolve, etc)