Automated reminder when ticket hasn't been commented on for 30 minutes

Question

Hi, I'm wanting to implement an automation rule that will send a specific user, defined in  via a custom field called 'Incident Controller', an email reminder if they haven't updated a ticket within 30 minutes. This would only be on P1 or P2 tickets. It needs to be specific to them having commented on the ticket.

I tried to set this up through the Automation for Jira plug in and whilst I thought it had worked, it didn't and still sent a reminder to my staff member even though she had commented on the ticket 10 minutes prior to it sending.  I need to try and do this without buying another add on for Jira as I've already spent way too much on them for the time being.

The query I have used as part of the 'Scheduled' trigger is:

project = IMT AND issuetype = Incident AND priority = P1 AND status not in ("Awaiting Final Closure", "Incident Resolved", "Close Incident", "Incident Rejected") AND "Last Customer Facing Comment" >= -30m or project = IMT AND issuetype = Incident AND priority = P2 AND status not in ("Awaiting Final Closure", "Incident Resolved", "Close Incident", "Incident Rejected") AND "Last Customer Facing Comment" >= -30m

This didn't work :(

Can anyone help?

Thanks,

anthony_butler · Answer

Hi @Ismael Jimoh

That wouldn't work in my case as the way we have had to set up the workflow is way too complex and once assigned to a technical team (by status) stays there until resolved. I need the rule to work from comments if possible. I am looking at implementing a new, more streamlined and less complex workflow but given other priority work, I haven't been able to get this done as yet.

Ismael Jimoh · Answer

Hi @anthony_butler

Why not use an SLA which counts down when the issue enters a specific status (e.g Waiting for Support).

You then configure an automation rule that checks When SLA to be breached in about 30 minutes, then send email.