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Setting up an Automation to send a reminder email for support ticket

Colby Smith_lk0dzt

Hello, I'm trying to set up an automation to send an email if a ticket status has been the same for 2 days. We use JIRA for a customer support portal and if the status is set to 'Waiting for Customer' for 2 days, I'd like to send out a reminder email. My current automation setup is included below:

The automation can see that it's happening but it isn't taking any action:

Is there another field I should be using besides updated? My thoughts were that the ticket was updated from waiting for Support to waiting for customer 5 min ago and that should trigger the email. (I'll change this to 2 days when my testing is finished)

Appreciate any insight!

Accepted answers

All comments

Kalyan Sattaluri_iinm1n

Hello @Colby Smith

Couple of changes.

You need to do a scheduled trigger instead of Issue transitioned and pass a JQL -> status = "Waiting For Customer", uncheck exclude issues checkbox..

And then in your If condition, Instead of Updated equals 5 mins, try Updated greater than 5 mins.

Then manually run the rule to see if email is triggered.

Then you can schedule this rule to run daily or whatever frequency.

But who is getting this email and who changes this status eventually? Could it be that customer responded but status is still waiting, so you mayne sending spam.. not sure of your flow there.. so think that part thru..

Hope it helps.

Brandi Guess

Hello, I would do this a little differently, but I may also not be correct.

I would set a trigger as scheduled daily, say at 8 am, to check for tickets that have the status waiting for customer and that status was added greter than 2 days ago, then send email to reporter

I would have to open automation to see exactly how that falls into the setting sbut that is how I would do this.

Brandi Guess

good point, because I assumed automation is changing the status when the custome replys, and if they get this working theyll need to make sure that is also automated so people dont get emails when they did infact reply to the ticket

Colby Smith_lk0dzt

Hi @Kalyan Sattaluri

Thanks so much for the insight. This is meant to be a reminder email sent out one time to our customers if we're waiting on a response from them. The idea is that our support agents will update the ticket when we respond to Waiting for customer. After two days of sitting in that status, we'll send a reminder email that says "Hey, we're waiting to hear back from you, your ticket will auto solve after x amount of days with no response".

Hopefully that makes sense, does the above workflow solve the workflow I described?

Kalyan Sattaluri_iinm1n

Hello @Colby Smith

So you want to send this email just once?

Ste Wright

Hi @Colby Smith

You should be able to find the tickets using JQL in a Scheduled Trigger - eg.

status = "Waiting for Customer" AND not status CHANGED AFTER -2d

For example, rule might look like this...

Trigger: Scheduled
- Run rule every = 1 Days
- Run a JQL search = TRUE
  - JQL - status = "Waiting for Customer" and not status changed AFTER -2d
Action: Comment on issue
- Comment = <comment here>
- Prevent duplicates by only adding this comment once... = TRUE
- Comment visibility = Share with customer

---

I've assumed the email is going to the customer - by using the "Comment on issue" action instead, you can prevent duplicates and the customer should still get an email notification.

This would be based on the Reporter rather than the Assignee. I assume the Assignee would be the Agent?

---

If you did want to do it via email though, there is a more absolute way of doing this using entity properties.

The rule below sets an issue property when the first email is sent. The condition then ensures that no further emails are sent, by ignoring any ticket with the entity property from subsequent rule executions.

Trigger: Scheduled
- Run rule every = 1 Days
- Run a JQL search = TRUE
  - JQL - status = "Waiting for Customer" and not status changed AFTER -2d
Condition: {{smart values}} condition
- First value = {{issue.properties.emailSent}}
- Condition = does not equal
- Second value = TRUE
Action: Set entity property
- Entity type = Issue
- Property key = emailSent
- Property value = TRUE
Action: Send email
- Details here...

---

Let us know which one works for you!

Ste

Colby Smith_lk0dzt

Hi @Ste Wright ,

Thank you for your response and apologies for the delay. This got put on the back burner for a while.

I attempted this first option and here is what my set up looks like:

Screenshot 2024-06-05 150238.png

Unfortunately, no event is triggered despite the validation running and finding the 3 issues I created as a test.

Screenshot 2024-06-05 150406.png

I set the intial time to run every 5 minutes and the status not changed for 1h for testing purposes. Is the issue the -1h?

Any insight is greatly appreciated.

Thanks,
Colby Smith

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