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How to send a customized email when an issue has not been closed in 7 hours

SWAPNIL SRIVASTAV

I want to send a customized email to a particular team with a particular content. I need to send the email when the issues of a particular issue type have NOT been moved to Close state in 7 hours of their Creation Date.

Could you please guide me how to do so

Accepted answers

Sounds like you are looking for the Scriprunner Escalation Services:

https://scriptrunner.adaptavist.com/5.7.1.1-p5/jira/escalation-service.html

You could just have the Additional Action add a comment to the ticket (which should generate an email), or else write some custom code to send an email. I have just answered another question about how to do that: https://community.atlassian.com/t5/Jira-Software-questions/Can-we-send-a-customized-email-via-Filter-Subscription/qaq-p/1381971#U1387578

All comments

Sounds like you are looking for the Scriprunner Escalation Services:

https://scriptrunner.adaptavist.com/5.7.1.1-p5/jira/escalation-service.html

You could just have the Additional Action add a comment to the ticket (which should generate an email), or else write some custom code to send an email. I have just answered another question about how to do that: https://community.atlassian.com/t5/Jira-Software-questions/Can-we-send-a-customized-email-via-Filter-Subscription/qaq-p/1381971#U1387578

Boris Berenberg - Atlas Authority

You could also do something like this using our app Notification Assistant for Jira: https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=server&tab=overview

SWAPNIL SRIVASTAV

Hello @PD Sheehan ,

Thank you for the reply. Yes, we can use comments to generate that email.

But, since I need to tag users in that comment, could you also let me know how can we fetch the username of users from their display name?

Regards

Swapnil Srivastav

SWAPNIL SRIVASTAV

Hello @Boris Berenberg - Atlas Authority ,

Thank you, but I am trying to do via Script Runner only. I am not looking for any plugins

SWAPNIL SRIVASTAV

Hello @PD Sheehan ,

Never mind. I figured that out. Thanks anyway

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