JQL to show ticket updates for a specific workflow status

[Jonathan Goodier]

Hi, 

I am trying to run a JQL to show tickets in a specific workflow status that have not been updated by the ticket agent for more than 5 days. I have tried this with the below JQL search: 

project = "XXXXX" AND status in ("Work in progress", Triage, "Raise to Support") AND updated < -5d

The problem is that this is not returning results where within that 5 day period, the reporter has updated the ticket, I need the filter to exclude updates from the ticket reporter/ customer, and only look for tickets where it has not been updated in the above workflow statuses for 5 days or more. 

Any help would be greatly appreciated. 

Thanks.

[Susan Waldrip]

Hi @Jonathan Goodier , Welcome to the Community!

Your JQL looks right except you might try "...AND updated >= -5d" -- this should list any issues for that project and one of those statuses where the Updated field date is at least 5 days old. Let us know if that worked, or please provide a bit more detail, thanks!

[Jonathan Goodier]

@Susan Waldrip  thank you for your response. 

The time its searching is not the problem, its that the JQL is looking for no updates within the ticket for 5 days for either the ticket owner, or the ticket reporter. I need it to ignore any updates within the 5 days from the ticket reporter, and only look at the ticket owner. 

[Susan Waldrip]

OK, that's a good questions and I'm not sure how to do that, either! @Laurie Sciutti , do you know how to write this JQL statement so it would limit resulting tickets to those that were updated only by the Assignee (agent) 5 days ago or longer?

[Laurie Sciutti]

Hi @Jonathan Goodier ~ looks like you just need a NOT operator...

AND NOT updated < -5d

[Laurie Sciutti]

@Jonathan Goodier and @Susan Waldrip ~ you might be able to accomplish this using the updatedby() function (using the NOT IN operator to exclude updates by that user

https://confluence.atlassian.com/jirasoftwareserver081/advanced-searching-functions-reference-970611548.html 

issue NOT IN updatedBy("<username>")

[Susan Waldrip]

Thanks @Laurie Sciutti , so for a specific agent, the JQL would be

project = "XXXXX" AND status IN ("Work in progress", Triage, "Raise to Support") AND updatedBy("<username>") AND updated <= -5d

Is that right?

Any idea how to use a variable for the agent so matches would include tickets not updated by any agent in the last 5+ days, rather than a specific agent? I looked at all the other functions in the link you provided (thank you!) but nothing seemed applicable.

[Laurie Sciutti]

Hi @Susan Waldrip ~ for no updates by any agent, you would just exclude the updatedBy function.

[Susan Waldrip]

Ugh! I'm sorry, I wasn't clear -- ...matches would include tickets updated by any agent vs. a specific agent. That's why I was thinking of using a variable instead of "<username>".

[Jonathan Goodier]

Thank you all for your input, I will test out your suggestions and let you know if this works.