Task time reminder for hours, not date

Michał Piłacik

Hi

I've seen many automation topics related to my problem, but I haven't found a solution there, so maybe I'll give you my specific case.

I want to set up notifications for our helpdesk so that the assigned person receives an email a day, 12 hours and 3 hours before the deadline. The duedate option will not work because there is no specific time, so I added a timestamp for tickets. I created various limiting rules, but in each case I received e-mails for each case (e.g. 3 hours before the time I also received them for earlier ones). It may be simple, but I think I'm too confused in it.

On the screenshot, the original rule (separate for each time), without other IF rules

Rudy Holtkamp

Hi @Michał Piłacik ,

Welcome to the Community!

Here is how you can do it in a few steps. Note that my date/time field is called End Date [Gantt]. You need to replace that with the name of your field.

1. Trigger: Scheduled every 30,
   Use a JQL with: "End Date [Gantt]" > 0m and "End Date [Gantt]" < 25h 
   And make sure the checkbox 'Only include issues that have changed...' is not checked.
   This will prevent that you have too many issues
2. Add an If else condition
3. Add an advanced compare condition (all conditions match):
   First value: {{issue.End Date [Gantt]}}
   Greater than
   Second value: {{now}}
4. Add another advanced compare condition:
   First value: {{issue.End Date [Gantt]}}
   Greater than
   Second value: {{now.plusHours(3)}}
5. Add an action, e.g. email the assignee
6. Copy the if-block and
   Change the second value of the first condition to: {{now.plusHours(3)}}
   Change the second value of the second condition to: {{now.plusHours(12)}}
7. Add an action, e.g. email the assignee
8. Copy the else-block and
   Change the second value of the first condition to: {{now.plusHours(12)}}
   Change the second value of the second condition to: {{now.plusHours(24)}}
9. Add an action, e.g. email the assignee

The first condtion block will look like this:

 

Good luck