Setting automation to notify people after specific time a ticket is in some status

Question

Hi, I've been asked to make such settings in the automations:

when ticket is in specific status:

* When moved to this status, an email is sent to the customer 
* After 2 days, send a reminder email 
* After another 2 days, send a second reminder.
* On the 5th day, send an email to the ticket assignee

Is this possible how can I set in automations ( or other way) so that reminders would come to the customers on a time i need counting from a moment a ticket moved to a specific status?

Tessa Tuteleers · Accepted Answer

Hi @Vera Valshonok ,

This is certainly possible!

You can write an automation rule that runs every day with a scheduled trigger and a JQL query with something like

status = "Waiting for approval" AND status CHANGED TO "Waiting for approval" ON -4d

-> this returns all issues that changed to a specific status 4 days ago, and is still in that status.

You can the add whatever action you might want!

For your rules your trigger may look like:

* Issue transitioned from x to y
* scheduled trigger -> status = x AND status CHANGED TO x ON -2d
* scheduled trigger -> status = x AND status CHANGED TO x ON -4d
* scheduled trigger -> status = x AND status CHANGED TO x ON -5d

Hope this helps!

- Tessa

Jovin · Accepted Answer

Hey Vera,

You can absolutely set this up in automations, the triggers you'll need are:

* Issue transitioned - for (a) above, this will trigger when moved into the status
* Scheduled - for (b), (c) and (d) above, I recommend you run this at night or early morning

From there it's just about conditional logic & actions.

Rule 1:

* Rule: Email customer on transition into "With Support"
* Trigger: Issue Transitioned* From Status: Blank
* To Status: With Support (or whatever it's called)

* Action: Send email* To: Reporter
* Subject & body can be set to whatever you want 😊

Rule 2:

* Rule: Email customer on Day 2 & 4, and Assignee on Day 5
* Trigger: Scheduled* Run rule every: 1 Days
* At: 23:30 (your time zone)

* Branch 1: For: JQL* JQL:status = "Work in progress" AND status CHANGED TO "Work in progress" ON -2d

* Untick "Only include issues that have changed since the last time this rule executed

* Inside Branch 1 add the action "Send email"* To: Reporter
* Subject & Body can be set to what you need

* Repeat Branch 1 but replace -2d with -4d
* Repeat Branch 1 again but replace -4d with -5d* Change the "To" in "Send email" to be "Assignee" instead of Reporter

Hope that helps!