Automatic email after 2 days of changing a field associated with a ticket status

Juan Manuel Lorenzo Mussin

Hi, I'm trying to create an automation that sends an email 2 days after a field has changed (waiting for a response) that is associated with a ticket status (on consultation).

I have placed "internal status" = "waiting for response" and "status" = "on consultation"

But I don't know how to place the day filter.

Can you help me?

Trudy P Claspill

Hello @Juan Manuel Lorenzo Mussin 

Welcome to the community.

I am going to try to echo back to you your problem statement.

You have a Status value of "on consultation"

You have a custom field named Internal Status which you set to "waiting for response".

You want to send an email 2 days after you have set Internal Status to "waiting for response", but only when the Status field is set to "on consultation".

Have I stated that correctly? The remainder of my statements and questions are based on the assumption that I have stated your problem correctly.

Which of the follow scenarios are possible?

1. When Status is set to "on consultation" the Internal Status is set to "waiting on response" at the same time.
2. When Status is set to "on consultation" the Internal Status can be set to a value other than "waiting on response".
3. The Internal Status field can be set to "waiting for response" while the Status field is set to a value other than "on consultation".
4. The Internal Status field can be set to "waiting for response" while the Status field is set to a value other than "on consultation", and the Status field can be set to "on consultation" at a later time.

Jira has a native method to query based on when the Status field changed. Jira does not have a native method to use JQL to find out when a custom field value was changed. There may be a third party application that would extend the JQL functionality to allow you to do that.

Without a third party app, and if scenario 2,3, or 4 are possible in your environment, you would need to add a custom field (date or date/time) to keep track of when the fields were set to match your specific scenario. You could set and clear that field using an Automation Rule. You could then add that custom date field to your filter to help you find the issues where the scenario came up 2 days ago.