Resolve updated ticket after 21 days

[Nal Premik]

Hi,

I have a problem with automation for auto resolving tickets. I had a scheduled automation set up with JQL : status = 'Waiting for customer' AND updated < -14d

but I also have an automation for reminding customers with comments on the ticket every 4 days. So of-course this means that the ticket was updated and is no longer included in the above query. Is there a JQL that would include tickets that are in status for (n) amount of days?  

Thank you for your support

[Mark Segall · Accepted solution]

Hi @Nal Premik - Yes you can do something like this:

status = "Waiting for customer" AND status changed BEFORE -14d

[Sebastian Krzewiński · Accepted solution]

Hi @Nal Premik 

Try to use "status changed":

- https://support.atlassian.com/jira-service-management-cloud/docs/advanced-search-reference-jql-operators/#Advancedsearchingoperatorsreference-CHANGEDCHANGED

- https://support.atlassian.com/jira-service-management-cloud/docs/advanced-search-reference-jql-fields/#Advancedsearchingfieldsreference-StatusStatus

Regards,

Seba

[Nal Premik]

Thank you I used 

status ="Awaiting user" and NOT status changed to "awaiting user" after -21d

With the changed before it found me tickets that were once already in the above status and not status changed actually found me the tickets that are in the status for 21d :D

Thank you for your answer! :)

Regards, 

Nal