How to trigger Automation based on time in status?

Amie Smith_3p6ifu

I would like to trigger automation to comment on a ticket, and update the status if it has been in a particular status for 7 days.

this used to be possible in Legacy Automation but I am resistant to set up new rules there as i'm not sure if or when those rules will eventually be phased out.

 

Is there a way to do this in the new Automation? It seems like a basic function?

Walter Buggenhout

Hi @Amie Smith,

Yes, that is possible in the new automation. The key is to use a scheduled trigger where you add a JQL statement to retrieve the tickets that match your criteria.

I am assuming that you have a specific status in mind (assuming even further: "Waiting for Customer") and that you know exactly what status you want to transition the issue(s) into.

You will end up with something like this:

Hope this helps!