Notify Reporter

Question

Hello Community,

I need to create an automation that notifies reporter that his action(s) required and after x days the ticket will be closed. I guess this is easy enough. The problem is the exception which must be included. When there is a child ticket, eg Bug and its status is Waiting For Deployment, the automation should exclude it.

GiorgosTsav · Answer

Hello @shib saha would like to thank you.

To be more accurate :

When ticket’s Status = Waiting On Customer Acceptance & three (3) working days have passed without response by the customer, a notification will be created (through e-mail : dear xxx your attention is required, or the ticket will be considered as resolved).

This is the initial idea. Need actually 2 more things :

1. Sustain the 3 days but not proceed to the resolution of the ticket. On the contrary to tell them that after the 3 day period without any response, dear reporter you have 2 more days or else the ticket will be considered as resolved.

2. The above automation will not include the tickets that have a child ticket of Bug type where its status will be Waiting For Deployment.

Thank u!

shib saha · Answer

Hi @GiorgosTsav , When you say 'notifies reporter that his action(s) required' do you mean to send a notification to reporter if the ticket is not updated for some days(after how many days) ? and after how many days you want to close this ticket?

You can create the rule this way:

Trigger: scheduled

Condition: JQL (type != Bug and status != 'Waiting for Deployment')

Action: Use branch feature to separate both the actions, one branch for sending notification to reporter and another branch for closing the ticket. In both the branch use JQL condition so that both the actions will be performed after that period of time.

I hope this will be helpful and me know if you need the automation reference for this one. Thanks