Is it possible to set an automation email to assignee when time has lapsed on a ticket?

[LaSonya Uehlin]

We would like to have an email notification to the assignee when a comment has not been added to a ticket after 3 days.

[Mikael Sandberg]

Yes, that is possible. If you go to Automations and check under the Templates tab there is a rule called Resolve issues due to inactivity that you can use as a start. Just change the transition step to instead send an email/notify the assignee.

[LaSonya Uehlin]

Thank you!

[Geethanjali Katagani]

Yes, it's absolutely possible to set up an automation rule in Jira Service Management to send an email notification to the assignee when a ticket hasn't been updated (no comment added) after 3 days. Here's how you can do it:

Steps to Set Up the Automation Rule:

1. Go to Project Settings:

   • Open the relevant project.
   • Click on Project Settings > Automation.

2. Create a New Rule:

   • Click on Create Rule.

3. Set the Trigger:

   • Select the trigger: “Scheduled”.
   • Configure it to run every day (or as frequently as you want the rule to check for lapsed tickets).

4. Add a Condition JQL condition in trigger action:

   
   
   • JQL condition : issue Type = "Task" AND Status = Open (or any status you want to monitor).

5. Add a JQL condition from add condition section:

   
   
   • Use the following JQL query to find issues without a comment for 3 days:
     jql

     updated <= -3d AND NOT status changed AFTER -3d
   • This checks if the ticket was last updated more than 3 days ago and the status hasn't changed within the last 3 days.

6. Add Send Email action from add Action section :

   • Set “To” as: {{assignee.emailAddress}}.
   • Customize the Subject and Body of the email

7. Publish the Rule:

   • Click Save and Turn it on.

Thanks,

Geethanjali

[Bill Sheboy]

Hi @Geethanjali Katagani 

What is the source of the information you posted?

When posting content generated by automation / chat bot, community guidelines require disclosing that source in your post.  To learn more, please read the community guidelines:

https://community.atlassian.com/forums/custom/page/page-id/rules-of-engagement

Kind regards,
Bill