How can I send an automated comment when a reporter doesn't answer to an assignee for a given time?

lea.maire

Hi! 

I want to build an automation that would send a comment every 2 weeks when the reporter doesn't comment on an issue. 

I know how to do so when an issue is updated: 

- Scheduled trigger with JQL : updated < -14d

- IF reporter != issue.comments.last.author.name

- THEN : add comment to issue

BUT if a stakeholder does an update that is not a comment the action will be triggered and I want the action to be triggered only if no answer has been added by the reporter to the assignee's question. 

Can you help me on this matter?
Thanks a lot!

Lea

Petter Gonçalves

Hello @lea.maire

Thank you for reaching out.

Per your description, I understand you are trying to schedule a rule to comment on issues when they were not filled with a comment from the reporter in 14 days. Is that correct?

Indeed, the Updated field considers any field update in the issue, however, you could use another date custom field and second rule to get that field updated with the current time when an Issue is commented. These would be the Steps:

1. Create a new date picker custom field and add it to your project screens, but not adding it to the view issue screen to avoid your users to accidentally populate it
2. Create a new rule to automatically update the field with the current date when the issue is commented by the reporter:
   
3. Create the rule to add the comment as you need:
   
4. P.S: Make sure you allowed the second rule to be triggered by the first one, under the Rule details.

Let us know if you have any questions.