How to automatize status update at specific time

[Tomasz Sarzyński]

Hello,

I would like to add an option for the agents to pause the ticket until specific date & time; once that moment is reached, the status should be changed to open. So, I created a custom date & time field which I named "Pause Until", it may be filled once the status is set to "Waiting for Customer", "Pending" etc. I wanted to set an automation with "If: Compare two values", where the values would be just {{now}} equals Pause Until, and with Transition the issue to Open, but I am struggling with the trigger. Does anyone have an idea how could I get this set up?

Thank you in advance.

[Bill Sheboy · Accepted solution]

Hi @Tomasz Sarzyński -- Welcome to the Atlassian Community!

You may do that with a scheduled trigger and JQL to find the issues to transition.  I recommend writing and testing your JQL first to confirm your results.

For example, schedule the trigger for once a day with JQL for the issues

project = myProjectName
 AND status IN (list of status values where this could occur)
 AND "Pause Until" < startOfDay()

Kind regards,
Bill

[Tomasz Sarzyński]

Hello Bill,

Thank you, I will give it a try and let you know how it goes.

Kind regards,
Tomasz

[Tomasz Sarzyński]

Hello Bill,

My apologies, I didn't get to test it until today. It works in a bit modified form actually, with the below:

"Pause Until[Time stamp]" < endOfDay()

 Thank you for your input, it helped a lot!

Kind regards,
Tomasz