JQL for how long a request in a particular state

[Rob]

Hello Team...Im in the process of building an automation that will check to see how long a ticket has been a "waiting on customer" state (this state stops the SLA clock while we are waiting on a reply from the customer)...what I want to do is transition these tickets that "closed" if they have been in this state for 10 business day or more. What would be the best JQL statement for this? thank you in advance

[Rob · Accepted solution]

this looks like the answer I was looking for Automation template - How to close old Jira support issues (atlassian.com)

[Mariana_Pryshliak_Saasjet]

Hello @Rob 

You can try SLA Time and Report for Jira. This add-on helps to track SLAs. 

To solve your issue, you just need to:

Set 240h as a Goal (10 business days x 24h=240h).

and choose a Change a Status to Closed option as a Limit Exceeded action.

This add-on is developed by my SaaSJet team, so let me know if you have any additional questions.