Jira Automation

[Vijendar Kumar Tholia]

i wanted to create JIRA Automation for above scenario , so can i get steps

[Trudy Claspill · Accepted solution]

Hello @Vijendar Kumar Tholia 

Welcome to the Atlassian community.

What is the Space type this concerns? Click the three-dots button next to the space name in the navigation panel on the left. Tell us what the last two lines in the pop up say. Both lines are important.

Have you tried to build any part of this automation process yet? If so, show us what you have so far.

I strongly encourage users to make an effort to self-solve problems rather than me simply providing the entire solution. Learning how to to create automations will help you solve other requirements through automations later.

You can find free, on-demand training on this topic from the Learning link at the top of the Community pages. Here's a search to help you get started finding relevant courses.

https://community.atlassian.com/learning/catalog?product=Jira&search=Automation

There are also Automation Rule templates that you can explore that might already address some or all of your requirements with a few adjustments.

The scenarios you proposed will take multiple rules to address. 

It appears that you want to send a reminder for an issue that is Waiting for Customer at 24, 48, and 72 hours after it enters that status. Does it have to be at exactly those times relative to the status change, or could it simply be sometime in the first day after, the second day after, and the third day after?

You also want the issue to automatically change from Waiting for Customer to Waiting for support when the customer responds. That is a different scenario that would be handled by a different rule. 

And you want it to change from Waiting for Support to Waiting for Customer when Support responds. That is a third scenario that would be handled by a different rule. Or that third rule might be handled through workflow customization instead of an automation rule.

[Vijendar Kumar Tholia]

Thanks for your Response
So currently i have created 2 Automation one for Reset and another one Scheduler.

So in my scenario if i send reminder when ticket is in waiting for customer - its working perfectly and Second scenario when customer reply after 1 reminder the timer should reset . Ex - When ever status changes to Waiting for Customer it should start from first but for me instead of resetting its sending pending reminders. 

And also if some time label changes but comment doesn't appear.

[Trudy Claspill]

Hello @Vijendar Kumar Tholia 

Thank you for that additional information.

For your Reminder rule, what are the details of the Schedule trigger?

What are the details of the steps where you are Editing the Labels field?

In the rule triggered by the transition to Waiting for Support, you are adding labels to the issue. Those labels are used in the Reminder rule as an indicator that they reminders have already been sent. I don't understand why you are adding the labels during that transition.

The flow I would use is this:
Rule #1: When the issue transitions to Waiting for Customer, remove the labels First-reminder, Second-reminder, Third-reminder

Rule #2: Run rule on a Schedule as you have it now. Within the if-else branches add the label as per the branch.

Rule #3: Optionally when the issue transitions to Waiting for Support, remove the labels First-reminder, Second-reminder, Third-reminder

However, rather than having a Scheduled rule running every 3 minutes I would probably set the rule to run once per day, reworking the rule to accommodate that change. The rule would not be sending reminders exactly 24 hours from the time of the transition to Waiting for Customer in that case. But that will reduce the potential impact to the performance of your Jira instance due to having a rule running so frequently.

[Vijendar Kumar Tholia]

Thanks for your input,  i will work on that and reach you back if any support required.