Help with adding multiple statuses in current automation

[Mike Thomas]

Hello, 

Currently today I have a rule in place that sends out an email to the report if no comments have been made on the case in 5+ days. The process works very nicely; however, I now want to edit this automation to go to both the reporter and assignee which means I'll also need to edit the rule that looks at the status the case is in. 

Currently I have it set for status IN ("Waiting for Customer") AND status changed BEFORE -5d

I've tried making multiple tweaks to this to add in other statuses such as "In Progress" and "Waiting for Support", however nonmatter how I try I continue to get JQL errors. Any assistant with how I should lay out this string to catch all statuses in the event no comment has been made in 5+ days would be greatly appreciated. 

Thx!

MT

[Trudy Claspill · Accepted solution]

Hello @Mike Thomas 

Please show us how you have changed the filter when you tried to add the In Progress status to it, and the JQL errors that you got. We can't determine what you may have done wrong without that information. 

You should be able to add more statuses by making a comma separated list between the parentheses:

status in ("Waiting for Customer", "In Progress") ...

[Mike Thomas]

For some reason I was failing to add the extra space inside the parentheses. As soon as I made these simple correction, it worked. Thanks so much!

MT

[Trudy Claspill]

I'm glad you were able to work it out.

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