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).
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)
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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