How to create an automation to reminder the reporter?

Question

Hi all,

I would like to create a reminder automation. This automation should be triggered whenever an Incident has not been updated for 3 days only by the customer/reporter.
A reminder E-mail should be sent out to the customer.

Do you have any advice for me?

Thank you in advance, I wish you all a nice and enjoyable day.

Kind Regards
Mehran

Mayuresh Kamble · Answer

I wonder if that would be possible to achieve let's see if other community member have any solution for this.

Mehran Ahmadi · Answer

Thank you but how should I change/modify the JQL so that I can only see Incidents that have not been updated by the reporter and only by the reporter?

Mayuresh Kamble · Answer

Hi @Mehran Ahmadi ,

You can Navigate to the "Automation" option in Project settings then "Templates"
There will be an automation named "When an issue remains for 5 days without an update → send a notification to the Assignee"

In the JQL You can change the No. of days to 3 and Assignee to Reporter as per your requirement.
Also you can add the issuetype condition in the JQL if needed.

Regards,
Mayuresh