Automation to send mail with issues that are 11 days in a Status

Arun Unnikrishnan_ul3s5t

Once an issue is transitioned to Awaiting Customer, on 14th day the issue will expire in ServiceNow ( there is an integration). We need to notify the project team before 3days (that is on 11th day) that issue will expire in next three day.
In Jira, we need a automation which can send a mail everyday checking for the above criteria that is if any issue is expiring today + 3 days, email with list of all issues should be sent today.

 

 

Trudy P Claspill

Hello @Arun Unnikrishnan 

You can do this by using a Scheduled trigger. Don't provide a JQL in the trigger.

Within the rule use a Lookup Issues action with this JQL

status="Awaiting Customer" and status changed to "Awaiting Customer" on "{{now.minusDays(11).jqlDate}}" 

That will give you all the issues that changed to the specified status 11 days ago and are still in that status.

You can then use a Send Email action to send the list of issues to the desired recipients.

One thing the JQL does not address is if the issue changed statuses after 11 days ago and is again in the specified status.

In the "View all issues" screen a JQL like this works

status="Awaiting Customer" and status changed to "Awaiting Customer" on "2023/09/01" and status not changed after "2023/09/01"

When I try the above in the Lookup Issues action, with the smart value I showed in my first example, I get an error. I haven't figured out why yet.