Email Notification Automation for Due Date Reminder Includes Closed Tickets

[joanna_natial]

An automation has been configured in Jira to send email notifications to assignees for tickets that are due within 3 days. The automation is triggering successfully and sending the reminder emails as expected.

However, the email notification is also including closed/resolved tickets in the list of tickets returned by the automation. The expected behaviour is for the notification to only include open and active tickets that are approaching their due date, while excluding any tickets that are already closed, resolved, or completed and the due date field is not empty.

please see below the email notification receive.

Here is the automation I created with lookup issues.

Please let me know if I have an incorrect configuration on the automation, since I just want all the tickets due in 3 days be sent per assignee. Thank you

[Maria Rusnakova]

Hi @joanna_natial

Based on your JQL:

you search for tickets that have been closed. Please change 'statusCategory = Done' to 'statusCategory != Done' to exclude all tickets that were closed, resolved, completed... 

[zoltanersek _outpostlabs_dev_]

One additional thing to verify is where the list in the email is coming from. If you're using {{lookupIssues}} in the email body, make sure the Lookup issues action is using the corrected JQL as well.

[Shreyas_Quietmill]

The lookup is pulling closed tickets because the JQL only filters on the due date. Add a status category exclusion to the Lookup issues query:

due <= 3d AND due >= startOfDay() AND statusCategory != Done

statusCategory != Done covers every closed/resolved/completed status in one go, regardless of what the statuses are named in each project, so you don't have to list them individually. The due >= startOfDay() part keeps already-overdue tickets out of a "due in 3 days" email - drop it if you actually want overdue ones included.

If your scheduled trigger has its own JQL as well, put the same statusCategory filter there too, otherwise the rule still runs against closed issues even though the lookup result is clean.