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How to remind to approve issues?

Kirill Skachkov

I wish to remind approvers to make a decision every day by e-mail or slack, if user still don't response within one week - auto-decline issue with comment. For that I add SLA called "Time to approve" (40h in status) and automation rule with auto-decline.

That should do the trick with approval overdue, but how to set up every-day reminder to users with pending approvals?

Accepted answers

All comments

Tarun Sapra

Hello @Kirill Skachkov

Possible duplicates

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Reminders-in-Servicedesk/qaq-p/706180

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Can-Service-Desk-Send-Daily-or-Weekly-Reminders-on-Approval/qaq-p/683921

Jack Brickey

What I recommend is to use a recursive transition back into the approval status which is triggered using automation. Here is a thread that discusses this - Service-Desk-Reminder-for-pending-approval

Kirill Ilinich

There is no solution for my case (and there is no accepted answers in linked questions).

I have few approvers and I want only send reminder to those who did't answer. SLA-breach and additional step would not help.

Kirill Ilinich

No, that's not acceptable, we need 1) remind every day 2) auto-decline on overdue

Kirill Ilinich

There is a way with scriptrunner and escalation service but there is a problem to get list of approvers with no decision. Code is not working in Jira 8 anymore and I don't fix it yet.

Kirill Ilinich

Yes. That's what I need.

import org.apache.log4j.Logger
import org.apache.log4j.Level
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.servicedesk.api.approval.ApprovalService
import com.onresolve.scriptrunner.runner.customisers.WithPlugin
@WithPlugin("com.atlassian.servicedesk")
logs = Logger.getLogger("com.acme.customListener")
logs.setLevel(Level.DEBUG)

def issue = ComponentAccessor.getIssueManager().getIssueObject("DVPS-7011") // console testing

def robotUser = ComponentAccessor.getUserManager().getUserByKey("robot-manager")
def approvalService = ComponentAccessor.getOSGiComponentInstanceOfType(ApprovalService)
def approvalQuery = approvalService.newQueryBuilder().issue(issue.id).build()
def approvalOpt = approvalService.getApprovals(robotUser, approvalQuery).findFirst()
if (approvalOpt.isPresent() && !approvalOpt.get().getDecision().isPresent()) {
def approvalsNeeded = approvalService.getApprovers(robotUser, approvalOpt.get()).findAll{!it.getApproverDecision().isPresent()}.collect{it.getApproverUser().name}
logs.info("Approvals needed: $approvalsNeeded")
// 
// Remind to approve
//
} else {
logs.info("No pending approvals found for issue [$issue.key]")
}

Phong Nguyen - Atlassian Solutions Engineer

If anyone is interested, I created a Jira automation approach here to handle this case: https://community.atlassian.com/t5/Jira-discussions/How-to-remind-all-approvers-by-Slack-that-have-pending-approval/td-p/2390360

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