Hi Team,
I have an automated rule to send a follow up to my customers when the ticket is setting on Waiting For Customer for 2 days. However, I noticed that the clock is triggered whenever you set that regardless if I move it back to any other status. say it was put to waiting for customer on Monday, customer replied on Tuesday this will move it back to In Progress, if I sent them another response and set it Waiting for Customer on Wed. that one day between Mon and Tue still counted within the rule clock. and a reminder will be automatically sent on Thu.
My JQL statement is: status = "Waiting for customer" AND labels in (auto_comment_1st) AND status changed TO "Waiting for customer" BEFORE "-2d" ORDER BY updated DESC
is this new edit correct:'status = "Waiting for customer" AND (labels not in (auto_comment_1st, auto_comment_2nd) OR labels is EMPTY) AND status changed TO "Waiting for customer" BEFORE "-2d" AND NOT status changed FROM "Waiting for support" DURING ("-2d", now()) ORDER BY updated DESC'?
Hi @b_hafez and welcome to the Community!
since this is to trigger an automation rule, I would personally leave out the ORDER BY updated DESC part at the end, but I don't see anything wrong with your JQL.
Hope this helps!
thanks Walter. it was actually configured by one of the admins before I joined the team. can you please elaborate on why you think the Desc better be left out?
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It just sorts the list of results, @b_hafez. it does not bring any additional issues in or out the list of results and it does not matter in what order you send out the reminders. So - nothing wrong with it, but it doesn't add any value.
The more you add to the query, the harder it becomes to read. And on that note: I just looked at the syntax of your query and - while it is correct - making it simpler following @Ste Wright 's suggestion would make it easier to read / adapt in the future as well.
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Hi @b_hafez
What's the label for? Or is that not related to this rule?
I'd think this JQL should work...
status = "Waiting for Customer" and not status CHANGED AFTER -2d
^ This should find issues where the status has not been changed within the last 48 hours
Ste
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thanks Ste. this was configured before I joined the team. I think labels were set as a precaution so 2 conditions are met before the rule is triggered. personally we never manually edit those or look at them during our work
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Hi @b_hafez
The labels might be ensuring the auto-response isn't sent twice; I'd consider changing this to the action "Set entity property" in future - these are set within the issue's properties, and cannot be removed accidentally.
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Does the JQL work for your rule?
Ste
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