Automation to trigger after a ticket has been in the 'Waiting for Support' status for over 1 h

[Christophe Jean-Louis]

Automation will trigger after a ticket has remained in the 'Waiting for Support' status for over one hour.

If ticket = incident

status = waiting for support

waiting for support > 1 hour

Then send an internal message to assignee 

[Aaron Pavez [ServiceRocket]]

Hi @Christophe Jean-Louis 

Can you test this?

project = projectkeyhere and issuetype = Incident and not status changed after 1h order by status

this will show all tickets in any status that haven't changed in 1h.

This part "status = waiting for support"  -> Im not able to use this in the JQL. i get the same information always. When using the status, it filters by the status and doesn't check the "not changed after 1h".

I'll continue checking!

Regards

[Christophe Jean-Louis]

Hi @Aaron Pavez [ServiceRocket] 

Thank you for your prompt answer.

I have tried the filter, I made a small change in order for it to work.

Issuetype = Incident And Not Status Changed After 1h

I am currently testing to see if it picks up any incident with no updates after 1 hour.

I will let you know the outcome of my test.

Thanks

[Christophe Jean-Louis]

Hi @Aaron Pavez [ServiceRocket] 

Unfortunately my test has failed, no message were sent.

Here below my automation

[Aaron Pavez [ServiceRocket]]

Hi @Christophe Jean-Louis 

The automation didnt run?

Try to change the when updated to scheduled. Try every one hour.

The automation is waiting for an update on an issue to trigger. If there isn't one, it wont run.

If it did run, check the audit logs for any errors.

Regards