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Automation on a support ticket type

Harrison Costas

I want to setup automation on a specific ticket type. So the scenario is we want all onboarding of staff tickets to change from review status to waiting for support but only when the start date specified field in the ticket is 5 days or less away.

I have attempted this via the automation but with little success, please see attachment of what I have tried.

I am wondering if there is a JQL query that I can run within the automation to tackle this for me.

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Mark Segall

Hi @Harrison Costas and welcome to the community!

A couple things:

Your Trigger is for issue creation. I'm assuming that when an issue is created it's not in the status "Review" and the conditions won't be necessary if you make this adjustment:

TRIGGER: Scheduled (Daily)
- status = Review AND issueType = "Onboarding New Employees" AND "Start Date" < 5d
ACTION: Transition Issue ("Waiting for Support")

Harrison Costas

So my workflow is set so that when the ticket is first opened it goes straight into Review

Mark Segall

Thanks for the clarity. My proposed changes still stand because triggering on issue creation is only good for the instant the issue is created so having it look for whether it's 5 days from being due will always fail (unless the ticket just happens to be created with a start date that's 5 days away).

By changing the trigger to scheduled, it will look each morning at what tickets fall into this category and execute on them in bulk.

Harrison Costas

I have added that line in however I get the attached error message

error on automation.png

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