Automation rule failing on first if issue match

Question

I have set up some automation so that if a ticket is in a status of 'Waiting for customer' and not had a update from a customer in 5 days it sends them an update request.

Then I have a subsequent rule the if the ticket has the note put in after 5 days and is still in a status of waiting for customer after a further 3 days is closes the ticket.

However I am getting an error on the first error on the first message but with no real understanding\explanation of why

Is there anything obvious I am missing in this as to why it is erroring?

Manuel Bastardo Castellano · Answer

Hello Natalie, your rules gets fired when a comment its add to an issue and this is wrong.

You can create a rules from Jira Servidesk examples to solve it

Jack Brickey · Answer

I believe the issue is with the IF.

for issue not updated in 5d use - and updated <= -5d

Second, I think you need two rules. The first would be for the warning and the second for the action. For the second use - and updated <= -8d