How to create a loop using JIRA automation

Reb Bravo

Hi,

We are currently making a 3-strike rule automation using JIRA we have successfully created the first 3-strike notification. The rule condition is that if the ticket has been assigned to the Waiting for customer status, it will add a comment on the ticket and add a label corresponding to the strike. 

• 1st strike - 7 days
• 2nd strike - 14 days
• 3rds strike - 21 days
• Ticket Closure - 22 days (add 24 hrs from the last notification)

Once the customer replies then a label will be added to the ticket "reset_3strike" which will trigger the loop we created.

We added a loop by creating another automation with different comment. (Please take note that we ticked the "Prevent duplicates by only adding this comment once to a particular issue.")

We would like to know if there is a way we could loop the notification for the 3 strike rule without creating an additional automation. For example if the automation reads the "reset_3strike" label it will run the 3-strike automation again and will comment the same notification again although there is already a similar comment on the ticket. 

We have tried to un-tick the Prevent duplicates and it flooded the ticket with multiple comments. 

Walter Buggenhout

Hi @Reb Bravo,

This is a creative approach, but you might be over-engineering it slightly.

When a ticket is in status waiting for customer and the customer replies, rather than adding a label, I would remove any strike labels entirely and change the issue status, since it is no longer waiting for customer.

When a ticket enters the waiting for customer status (for the first time or again), it will always get there with the same state: without any strike labels.

You can use a scheduled trigger and JQL fiilters to run this automation e.g. once a day. Having separate rules for the different scenarios does not need to be a problem, as they will only count to your automation rule execution limit if they perform any actions.

As an example:

status = "waiting for customer" and status changed to "waiting for customer"
before -7d and labels not in 'strike1'

this would retrieve all the issues you need to add the first comment to and add the label for. Using a filter will also process all issues in one go. You can use variants for the other scenarios in the list.

Hope this helps!