Automation That Adds Internal Comments To Tickets More Than 30 Days Old

[Sandra Middleton]

How do I create an automation that adds an internal comment to all tickets that are more than 30 days from ticket creation?

[Bill Sheboy · Accepted solution]

Hi @Sandra Middleton 

What have you tried thus far to solve this need?

If you have a rule that is not working as expected, please post the following for context so the community can offer suggestions:

• what version of Jira are you using: Cloud, Server, or Data Center
• for Cloud, what type of project is this: company-managed, team-managed, etc.
• an image of your complete automation rule in a single image for continuity
• images of any relevant actions / conditions / branches
• an image of the audit log details showing the rule execution
• explain what is not working as expected and why you believe that to be the case

If you have not started a rule, I encourage you to try.  Successfully using automation rules requires learning and experimentation.

To get you started, your rule could use a JQL query to identify the work items to update, use that JQL with the Scheduled Trigger, and then add the Comment on Work Item action with the desired Comment Visibility.

To learn more, please see these references:

• https://support.atlassian.com/jira-software-cloud/docs/use-advanced-search-with-jira-query-language-jql/
• https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/
• https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Scheduled
• https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Comment-on-issue

Kind regards,
Bill

[Aaron Williams]

Hey @Sandra Middleton 

I would set this up with a schedule trigger to make it super easy. Run it every day, at the beginning of the day. 

I can help design something for you, just a few questions. 

Is it for literally any ticket created 30 days or older? Or does status factor in to this? So ignore if say the ticket is resolved. 

Do you need a different comment based on the status of the ticket? 

Thanks

Aaron. 

[Sandra Middleton]

Hello Aaron!

This would only be for any open/active tickets and not for those already resolved/closed. 

If the ticket is older than 30 days from the ticket creation date, I would like an automation that adds an internal note that reads "This ticket is older than 30 days from ticket creation. Please review for possible closure."

Thanks for your help!

Sandra M.

[Aaron Williams]

That's great. 

So start with a schedule trigger and set it up in this way:

Occurrence: Run rule every: 1 Days

Pick a time that suits you. 

Check the box to run a JQL query 

And enter the following JQL: created <= startOfDay(-30) and status category not in (Done)

This will capture all tickets they are 30 days or older and not in a "green" status.

Then it is your decision to tick the box to only include tickets they have changed since the rule ran last, but considering you are making a change, it seems pointless. 

Then add an action to leave a comment. 

Write your desired comment. And pick internal comment for visibility. 

Now, on the comment section you can select the box to prevent duplicate comments but this means the rule will only run once per ticket and if your users miss the comment it would never leave it again. So it's up to you if you want to leave the comment each day. 

You could play around with the schedule so it only checks every Monday for you. 

Have fun with it, and let me know if you need any more help. 

Thanks

Aaron. 

[Sandra Middleton]

Thanks so much Aaron! I will give this a try. Cheers!

[Sandra Middleton]

Hey Aaron, I made the following adjustments to your JQL suggestion: 

created <= -30d AND status NOT IN (Closed, Completed, Done, Declined) 

I also add an action to leave an internal comment.

Thanks for your help on getting this automation started.

Kind Regards,

Sandra M.

[Aaron Williams]

Ah sounds like you've got it nailed on. Well done. 

And you are very welcome.