Automated message is a ticket is in WFC for x amount of days

[Marija Aleksejeva]

We would like to set up an automation that reminds customers about their tickets in 'Waiting for Customer' status.

We would like to send a message when the is in 'Waiting for Customer' status for 1, 2 and 3 weeks.

So far, I have made 3 different automations with trigger Scheduled and added a JQL 

• 'status = "Waiting for customer" AND updated < -1d'
• 'status = "Waiting for customer" AND updated < -2d'
• 'status = "Waiting for customer" AND updated < -3d'

However, the automation adds all 3 comments right away, not after 1, 2, 3 days as I would like to. 

Please note that I have added days instead of weeks for now because it's still a test automation. 

Thank you for your help!

[Marc - Devoteam]

HI @Marija Aleksejeva 

Set the JQL for the scheduled triggers as follows

Status = "Waiting for customer" AND (updated <-1d  OR updated = -2d)

Status = "Waiting for customer" AND (updated <-2d OR updated = -3d)

Status = "Waiting for customer" AND updated <-3d 

[Marija Aleksejeva]

Hi Marc,

I have set the triggers like this and it's not working somehow.

I have set the ticket to WFC on 17th June and no comment was added since :(

[Marc - Devoteam]

HI @Marija Aleksejeva 

Use these JQL clauses in the search, what are the outcomes per JQL?

[Bharat Kumar Bondalapati]

@Marija Aleksejeva 

I have this in my automation and it works as expected.

The trick here is I check the box "Only include issues that have changed since the last time this rule executed". 

You can find more info here: https://support.atlassian.com/automation/kb/Only-include-issues-that-have-changed-since-the-last-time-this-rule-executed/

[Anandhi Arumugam _Cprime_]

Hi @Marija Aleksejeva Can you try a custom field counter? Or validate the previous comment content before sending the email?

[Marija Aleksejeva]

Hi @Anandhi Arumugam _Cprime_ ,

Not sure how I can do it, can you please explain?

Thank you

[Anandhi Arumugam _Cprime_]

Hi @Marija Aleksejeva I think the answer suggested by  @Marc - Devoteam would work. As an alternate,

Whenever an email is sent by automation, add another action to increment a custom field value, validate this to see the email counts sent to the user. You can use the Smart value {{#=}}{{issue.<Customfield_name>|0}} + 1{{/}}