Wanted Automation rule for sending mail to customer if there is no reply

[Santhosh Raj]

I have some issues in sending email to the customer.

We wanted to send an email if the reporter(Comment) is not responding more than 3 days as a comment. 
So If there is no comment updated. We need to send an Automated mail to the reporter Stating like "Response Needed for completing the request and so on......"

Is there any way we can set up an Automation rule for this in Jira Automation.

[Jan Westphal]

Hello @Santhosh Raj

We currently have two solutions implemented for this use case:

1. if you are working with a JSM project you can use SLAs. Define an SLA that tracks a "waiting for customer" status. If this SLA is breached you can trigger an automation from it with the "SLA threshold breached" trigger.


2. If you don't want to use SLAs or are not working in an JSM project you can use smart values and a custom date field to track when the reporter (or someone else) made their last comment and use it in a JQL statement to trigger an e-mail.
(https://community.atlassian.com/t5/Jira-questions/Query-for-Last-Comment/qaq-p/1814521)


A further solution would be the use of an addon that can provide this information more easily for you to sue in an JQL statement like Scriptrunner.

Hope this helps, if you need more information let me know.