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Help wit JQL automation emails to be sent out

Darrian Castillo

I have created an automation for the Service Desk to notify assignees and reporters every day at 7AM if there is a ticket with adue date set for that day an email will be sent to notify that it is still open.

For ex: Rule runs every day at 7AM using this JQL: " due date> = start OF day () and due date <=end of day() this works perfectly.

If a ticket has a due date for 03/31 at 7AM on 03/31 an email will be sent.

however, I want to run an extra rule that only sends emails to the tickets that are open or in progress and NOT tickets/ issues that are resolved or done. For example the above rule was executed however the assignee still received an email because the due date was set for 03/31 but the ticket was closed on 03/25.

Accepted answers

Fabian Lim

Hi @Darrian Castillo

Welcome to the community.

You would have to put a status or resolution condition on your jql. For example: resolution = unresolved

Status !=done

Regards

All comments

Fabian Lim

Hi @Darrian Castillo

Welcome to the community.

You would have to put a status or resolution condition on your jql. For example: resolution = unresolved

Status !=done

Regards

Darrian Castillo

Hi Fabian,

Thank you so much for your help. That makes sense. Although, my experience with JQL is very fresh i would like to ask if i wold need to include that before or after my current condition? or how would i actually have to write it?

For example:

due date> = start OF day () and due date <=end of day(), status! = done ?

or status!= done, due date, etc...

I attempted to add the "status!=done" but was receiving an error.

Fernando Eugênio da Silva

@Darrian Castillo

Just use the AND incrementing feature in your JQL, so it would look something like this:

due date> = start OF day() and due date <=end of day() AND status != Done

This should already work for you.

As a suggestion, I would change the "status != Done" to "statusCategory != Done".

Only if it's the case you have other resolution status like "CANCELED". The "statusCategory != Done" will not read other "Green" color statuses you have in your workflow

Darrian Castillo

Thank you so much! This has worked.

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