JIRA automation rule not closing the issue

[Rakshith Shetty]

Hey All, We have workflow to close the issue after 3 days if no updates. Before that we have the schedule node check for every 10mins and comment on the issue kind of reminder .

reminder JQL 
project = XXX and status = "Waiting for customer" and ( (updated <-1d AND updated > startofWeek() ) OR updated < -3d) and issuetype = Operational

and 

closing check JQL is like: 
project =xxx and status = "Waiting for customer" and ( (updated <-3d AND updated > startofWeek() ) OR updated < -5d) and issuetype = Operational

Issue is even though the first time automation has sent reminder but second time it supposed to be closed but not instead it is sending second reminder. 

can any add some inputs please?

[Fazila Ashraf · Accepted solution]

Hi @Rakshith Shetty 

Welcome to community!

The reminder comment is also an update to the ticket to the close jql will not get matched 

For the reminder automation, add a label to issues like "reminderSent" and update it's jql to "and label != 'reminderSent'

[Rakshith Shetty]

Thank you Fazila , is there a chance of to filter reporter != System ? I tried doing it but result still shows the system reported issues. 

[Fazila Ashraf]

Could you explain what you mean by system reported issues? What is the value in the reporter field of those issues?

[Rakshith Shetty]

When I say system reported issues these are the "Opsgenie alerts" created JIRA tickets. I am trying to filter out these and have only actual reported cases to address then on my automation (cause asking followup with the system doesn't make any sense) .

reporter field has value of 'System'

[Fazila Ashraf]

Could you check the user profile of this 'System' account and use the id instead of display name in the query?

Can you query the issues created by this account outside automation? i.e., from issue navigator?