Automation based on time passed

[Nicholas Sorrell]

I am looking to build automation rules to trigger an email response to a customer based on the below:

IF the status of the issue is "awaiting customer response", and the time passed since the status changed to "awaiting customer response", THEN trigger an email requesting the customer get in touch in one form or another.

Is this at all possible?  Being new to JIRA admin, I have precious little knowledge of automation, and can't seem to find any related issues in the community.

Thanks in advance.

[Aron Gombas _Midori_]

With the free Automation for Jira app, you can create a periodic trigger that executes a JQL like this:

status = "Awaiting customer response" and updated < -10d

It will find the issues in that status, not touched for 10 days or more.

You can then use the "Email" action to ping the "reporter" user.