automate comment after ticket doesn't have any activites after x amount of time e.g. 24 hours

Question

Hi, I'm looking to see if it is possible to create an automation rule in which when the condition below are met as example:

1) user submitted a ticket to X-Project

2) tech is assigned to the ticket

3) upon reviewing, the issue require additional time to be resolved

4) while pending resolution, the tech forgot to provide update/comment to user after 48 hours.

from the above scenario, I would like to know if it is possible to create an automation rule in which Jira scan for all open tickets assign to a tech, and look for ticket that has no comment or activities past 24 hours, and inserted with a "generic text".  Knowing that Jira logs this under Activity of the ticket, so I think it is possible.  Just that I don't know how to create this automation.  Appreciate any help you guys can provide.

Bill Sheboy · Answer

Hi @conrad_w -- Welcome to the Atlassian Community

Just checking if this answered your question.  If so, please mark this one as "answered" to help others find solutions faster.  If not, provide any additional information to help the community offer suggestions.

Thanks, and kind regards,
Bill

conrad_w · Answer

thank you AG, appreciated the tips.  Will have a look.

Asha Goyal_0i7i5i · Answer

Hello @conrad_w

This Automation can help you, feel free to change the period as needed:

In addition to this you may want to reopen the ticket if someone comment on the ticket:

Kindly Accept and Vote if it helps.

Thanks