I want to track tickets that the Engineering team didn't provide answers to/action on, so I was using the filter below, however, if I add any comments or update fields it counts as an updated event so that those tickets won't pop up on the filter.
How I can be more specific with my query, for example, is there is a way to exclude actions from specific group ( Support team ), so only actions from RD team will be counted as updated?
issuetype in ("Customer Bug", "Customer issue") AND status not in (Done, Release, "QA APPROVED", Archive, QA, "Pending customer") AND updated < -14D ORDER BY updated ASC
Unfortunately, an update event (out of the box) applies to any update to the issues and cannot be further defined or customized based on my knowledge.
However, here is an idea for you to achieve what you wanted -
1) Create a customer field (i.e. a number field) treat it as a counter field which will increment when your support team members update the issues only.
2) Create an automation for Jira rule trigger by Issue Updated + a conditional check (if/else) using "User Condition" to check if the user who triggered the event is a member of your support team. If so, then execute the Edit issue action to update the custom field defined in step #1.
3) Modify your JQL to include a check for the value of the custom field. The custom field should only be not Null (not = 0) if the issue update action was done by your support team members.
The only drawback of the idea is it may be creating an endless loop. However, I have not try it yet, thus I cannot be certain. But, it is an idea for you to think about.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
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