Activating a trigger when a ticket is not updated for 14 days

Rasmus Høll Jakobsen

Hi!

Im looking to create an automation rule that sends an email to me everytime a ticket within Jira helpdesk has not been updated for exactly 14 days. 

The email should contain info regarding the ticket in question.

I've tried different JQL and tried using filters to send reports. However this only results in me receiving mails with an overview of many tickets instead of the one i am looking for.

This is the script used for the reports: project in (DKG, DKR, DKH, DKK) AND status = "Waiting for customer" AND updated <= endOfDay(-14) ORDER BY updated DESC

 

Can anyone help me in regards to how to create automation rules in regards to a specific difference in dates?

Sherry Goyal

@Rasmus Høll Jakobsen  Hello!

 

Thanks for writing to us. Not sure what exactly are you seeking by saying "specific difference in dates" but let me give it a shot.

From what I understood you want tickets exactly in same state since 14 days or during some particular dates. I would recommend to use JQL by using suggestions from here.
You can use combination of "Changed" with "During"(by giving specific dates) or "After" operators as per your specific use case .

Maybe something like: 

project in (DKG, DKR, DKH, DKK) AND status = "Waiting for customer" AND and not status changed after -14d

Above will give list of issues who have been in same status since last 14days. You can further refine it.

Use can plan rule like:

Trigger: Scheduled(define days as per your requirement - say 1 day if you want to run rule every day once to check if there is such ticket which has crossed 14 days time and send email with issue details)

Condition: Either JQL condition (if you want one email per issue) or Lookup Issues ( if you want one email with list of all issues) 

Action: Send Email (Where you can send issue details containing issue details using smart values) 

Article for your reference.

 

If you need further assistance, please share rule or further details to help with the context.

 

Cheers
Sherry(A4j)