Notification for In progress status if no updates were made after 48 hrs

[Gucci]

Hi Team,

Good day and I hope you are doing well. Working on a recipe with the following objectives:

• All tickets with "In Progress" status and assignee is not empty will receive a notification after 48hrs (2 days) if no updates are made on the ticket
• here's the JQL I created: 
  • "Service Desk Origin" in ("Enterprise Sales Order (SOPS)", "Enterprise Sales Support (SOPS)") and status = "In Progress" and NOT status CHANGED AFTER -2d AND created < -2d
• For some reason when I checked the audit log one of the tickets received 2 notifications one on May 15 and then on May 16

[Curt Holley · Accepted solution]

If you want it to be able updates (as in, has there been a comment added, a label, description edited etc.) then I would change the focus of the JQL to:

"Service Desk Origin" in ("Enterprise Sales Order (SOPS)", "Enterprise Sales Support (SOPS)") and status = "In Progress" and Updated >= -2d

 Rather than just looking for a status change.

[Gucci]

Got it thank you very much!

[Gucci · Accepted solution]

Please see screenshots below: