How can I add assignees to an automation?

Question

Hello,

I'm trying to set up an automation to close inactive customer support tickets.

Is there a way to directly ping the assignee of the ticket, instead of sending out a generic message to the internal team, asking them to close the ticket due to inactivity? I know I can set up the automation for a specific customer/account, but I don't want to make a separate automation for each customer.

I feel like the chances that the ticket will be closed would be higher if the person assigned to that issue received an email directly.

Is there any way to automate this?

Your assistance is appreciated!

Alexander Bondarev_x6gjf3 · Answer

Assignee - it is JSD-agents, of course.

Reporter - it can be JSD-customers. So you will get inactive customers, if you need.

It works, you can easily check it=)

edwin vasquez_f9df79 · Answer

Isn't that active/inactive for Jira users and not customers?

Alexander Bondarev_x6gjf3 · Answer

Hi, @Sahar Rahgozar !

You can use JQL in Automation's "IF", for example "assignee in inactiveUsers() or reporter in inactiveUsers()".

Does it help?

Feel free to contact, it looks possible=)