Reminder email using Jira Automation rules

Ken Camarador

Hi All,

 

I am trying to figure out a JQL to achieve my goal, but unfortunately, my query is not working as expected.

Goal: Set up an automation rule to remind approvers about pending ticket approvals. The rule should run every day at 7 AM, find tickets that have been pending approval for more than 2 days, and send a reminder email. If the status remains unchanged, another email should be sent every 2 days.

What I have done so far:

1. Created a scheduled cron job to run every day at 7 AM with the following JQL:

approvals = pending()

 

2. Created an IF: ANY condition to match tickets with the following criteria:

• created = -2d
• created = -4d
• created = -6d

However, no queries are showing up. If I use created <= -2d, it shows me tickets that are 2 days old or less, causing it to send emails every day.

How can I modify my JQL to only find tickets that have been pending for exactly 2, 4, and 6 days?

Walter Buggenhout

Hi @Ken Camarador and welcome to the Community!

You could consider a couple of things, a first being more restrictive in your query. If you want to only select issues created more than 2 days ago, but less than 4, the following might work:

created <= -2 days AND created >= -3 days

You can then use similar criteria to deal with 4, 6, ... days. But if you have to deal with very unresponsive approvers, you may find yourself creating lots and lots of conditions in your automation rule.

So, to be a bit more dynamic, you could - after 2 days - send a first reminder and use a custom date field to also add the current date to your issue (e.g. reminder date). Once you've done that, you can then use the reminder date instead of created to make sure you send a new reminder mail, thus reusing the same logic for as long as it takes to get your issues approved.

Hope this helps!