I'd like to be notified when an issue has been sitting in a specific status (in progress) AND has NOT been commented. I'm trying to identify issues that haven't really be updated, so I'm willing to use the Log Work instead of commented OR the Updated status. I've tried using Jira Automation: * Trigger: Issue Transition* from To Do TO In Progress * If: all match* {{comment}} equals EMPTY * updated <-5m (I used minutes for testing purposes. I'd probably use something like 24hours) * Then: Send email I was able to get notified, but it notifies me the second it transitions. I'm essentially trying to get it to notify me if it hasn't been updated at 5 minutes (or in the past 24 hours)

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Notification for issue sitting in progress for X days with no comment (Next Gen)

Josh Allen_93onke

I'd like to be notified when an issue has been sitting in a specific status (in progress) AND has NOT been commented.

I'm trying to identify issues that haven't really be updated, so I'm willing to use the Log Work instead of commented OR the Updated status.

I've tried using Jira Automation:

Trigger: Issue Transition
- from To Do TO In Progress
If: all match
- {{comment}} equals EMPTY
- updated <-5m (I used minutes for testing purposes. I'd probably use something like 24hours)
Then: Send email

I was able to get notified, but it notifies me the second it transitions. I'm essentially trying to get it to notify me if it hasn't been updated at 5 minutes (or in the past 24 hours)

Accepted answers

Bill Sheboy

Hi @Josh Allen

Instead of using the transition trigger, you could use the schedule trigger, and check every X minutes (or hours, or whatever). Add a condition after the trigger to confirm that the issue is in progress (or use JQL in the trigger to be more efficient). Maybe something like:

Trigger: scheduled every 24 hours, where JQL is status = "In Progress" AND updated < -5m
Condition: comment is EMPTY
Action: send email

Best regards,

Bill

All comments

Bill Sheboy

Hi @Josh Allen

Trigger: scheduled every 24 hours, where JQL is status = "In Progress" AND updated < -5m
Condition: comment is EMPTY
Action: send email

Best regards,

Bill

Dan Wilson

@Josh Allen

Another approach would be to use saved filters and subscriptions.

1. Define the filter you need to show the tasks to be reported on

Screen Shot 2020-09-04 at 8.59.50 AM.png

2. Save It

Screen Shot 2020-09-04 at 9.00.04 AM.png

3. Browse to the list of filters "Filters --> View All filters" and locate your saved filter

4. Click on the eclipse menu and select manage subscriptions --> add subscription button on the next screen

Screen Shot 2020-09-04 at 9.00.59 AM.png

5. Set the recipients, frequency, and time you would like to be notified each day.

Screen Shot 2020-09-04 at 9.01.06 AM.png

6. Click Subscribe.

This also allows for others to subscribe to the same filter on a frequency they chose.
You can update the saved filter if your need change later
This doesn't take automation cycles if the number available is a concern for you.

Gökçe Gürsel {Appfire}

Hi @Josh Allen ,

You can also use an SLA to be notified since it captured the necessary conditions better than Automation and you don't need to spend your free Automation executions for this.

You can use Time to SLA to get notified via Slack as well as email.

Check this configuration out:

SLa start.png You can set your SLA Goal as you wish and add a notifier at the 24hour mark. (SLA Goal is 24 hours in this example)

You can combine other features of Time to SLA such as detailed reports, global notifier, and recurring notifications with this configuration to easily manage your idle tasks.

Let me know if you have any questions.

Cheers,

Gökçe

Josh Allen_93onke

YES! Thank you very much @Bill Sheboy

This is the easiest approach for me and that worked perfectly.

Josh Allen_93onke

Thanks @Dan Wilson

I think this is also a good approach and appreciate the advice.

Josh Allen_93onke

Thank you @Gökçe Gürsel {Appfire}

This looks interesting. Was wondering how to do SLAs outside of Service Desk. Not quite needed yet on our team I think, but will consider for the future.

Gökçe Gürsel {Appfire}

Thank you for the update. Please don't hesitate to reach out if you need any assistance in the future.

Bill Sheboy

By the way... this method *could* return multiple issues satisfying the trigger and JQL, so you have a couple of choices:

a) Use a branch to iterate over the issues, sending an email for each. Given your problem description, this seems like the best approach to confirm that the comment is empty by putting it inside the branch.

Trigger: scheduled and JQL
Branch on the JQL
- Condition to check comment
- Action to send email

2) Us a lookup issues action with the JQL to consolidate the list into one email. This could have "false positives" as you may not be able to detect the empty comment in the JQL.

__Bill

Gizem_gypw4i

@Bill Sheboy Could you please help me to configure your second option to send a daily list of "not prioritized" items in one email?

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