Scheduled automation for remind approvers

Question

Hi,

I need help with the JQL for my scheduled automation rule for reminding the approvers.

My setup

I have three levels for Approvals and there is one status for each.

The first level is representing status "Awaiting approval Region Manager"

If the ticket is approved by the Region Manager it is transfered to next level

The second level is representing status "Awaiting approval CFO"

If the ticket is approved by the CFO it is transfered to next level

and so on....

I have created three scheduled automation rules that will be running once a day to remind the approver in the different levels if they haven't approved the issue after 3 days.

One example of the JQL:s that I have created for one scheduled reminder is:

status = "Awaiting Region Manager" AND NOT status CHANGED AFTER -72h

The problem is that this JQL is only working the first time because in the same automation rule I triggers a self transition FROM status "Awating Region Manager" TO status Awating Region Manager" via transition "Reminder approver".

In this transition I clear the approver field and sets it again through a postfunction. The reason for this is to trigger the Customer notification for Approval Required again.

I will build a JQL that only looks for status changes that not includes self transitions but I don't know how to do it.

Susann Ivarsson · Answer

I saw that I sent a print of the automation rule for another approval step. The status in the automation rule I use as an example is of course "Awaiting approval Region Manager"

Susann Ivarsson · Answer

Hi,

I don't really know what you mean. I want to create an automation rule that triggers a transition if the status have not been changed for 3 days. In that transition I clear the field approvers and than I set it again so the Jira Customer notification for approval is triggered again. This because there is no other way to resend the default Jira notification for approval required.

I'll try to explain the problem below with an example:

A ticket X is transfered to status "Awaiting approval Region Manager" 2023-12-01 and an initial approval notification is sent out.

A scheduled automation rule runs once a day mon-fri with below settings:

When the automation rule runs at 2023-12-04, the JQL search will result in ticket X if the ticket has not been approved and that ticket will be transfered FROM status "Awaiting approval Region Manager" TO "Awaiting approval Region Manager" via Reminder approvers transition.

The next day the ticket is still in pending approval and I want to remind the approver again but when the rule runs, the search result is 0 ticket. This because the status was changed yesteday and the condition NOT status CHANGED AFTER -72h "fails".

I need to know if I can rewrite the JQL so it's only based on the first status transfer which is Open -> Awaiting approval Region Manager

The most preferred solution have been if it had been possible to add the approval buttons either in Email this issue template or in automation.

Carla Ann Rowland · Answer

sounds like you need to do IF then else conditional automation rule in a single rule or have 3 rules that can be called by other rules.

I would write the rule --rough outline because I don't have JIRA server up:

First is that the ticket is transitioned is the trigger.

If Not status changed -72h

then if status = Awaiting Regional Manager" then send email to Regional manager

then if status = CFO for second approval and then third status.

Also be cautious that your post function is not clearing the approval that was logged.