Scheduled automation to find tickets that's 3 business days overdue.

Hoa Walsh

I have created a scheduled automation to find tickets that hasn't been updated that's more than 3 days.  However this is not 3 business day, just calendar days. 

This is the logic I currently have:

 

(assignee in (712020:f033c51b-9d71-4374-88f0-d41003981be4, 712020:e19a5a7e-cdc8-4104-b87c-9dd3953df1f9)) AND (status = "WAITING FOR TEAM MEMBER") and ("Follow up[Date]" = -3d)

 

 

From other postings, I've tried the following:

 

(assignee in (712020:f033c51b-9d71-4374-88f0-d41003981be4, 712020:e19a5a7e-cdc8-4104-b87c-9dd3953df1f9)) AND {{issue.key}} = "FS-1484" AND (status = "WAITING FOR TEAM MEMBER" AND ((status changed TO "WAITING FOR TEAM MEMBER" BEFORE -3d AND status changed TO "WAITING FOR TEAM MEMBER" AFTER startofWeek()) OR status changed TO "WAITING FOR TEAM MEMBER" BEFORE -5d))

and

 

(assignee in (712020:f033c51b-9d71-4374-88f0-d41003981be4, 712020:e19a5a7e-cdc8-4104-b87c-9dd3953df1f9)) AND {{issue.key}} = "FS-1484" AND NOT ( "Follow up[Date]" >-3d OR ("Follow up[Date]" > -5d AND "Follow up[Date]" > startofWeek(-3d) AND "Follow up[Date]" < startofweek()))

 

But they don't seem to work. Any assistance would be greatly appreciated. Thank you in advance!

Hoa Walsh

Trudy P Claspill

Hello @Hoa Walsh 

I see that you are using a JQL in your Schedule trigger. Is that this JQL?

(assignee in (712020:f033c51b-9d71-4374-88f0-d41003981be4, 712020:e19a5a7e-cdc8-4104-b87c-9dd3953df1f9)) AND (status = "WAITING FOR TEAM MEMBER") and ("Follow up[Date]" = -3d)

You could try this:

(assignee in (712020:f033c51b-9d71-4374-88f0-d41003981be4, 712020:e19a5a7e-cdc8-4104-b87c-9dd3953df1f9)) AND (status = "WAITING FOR TEAM MEMBER") and

("Follow up[Date]" = -3d or "Follow up[Date]" = -4d or "Follow up[Date]" = -5d)

Then replace the condition you have currently with this:

On a Monday, 3 business days in the past would be Wednesday, which is 5 calendar days in the past.

The -5d in the filter would pick up issues with a follow up date on last Wednesday, -4d picks up the issue a follow up date on last Thursday, and -3d the issue with a follow up date on last Friday.

When the rule runs on Monday, the above condition would compare the Follow up date (Wednesday) to today minus 3 business days (Wednesday) and send the email.

The issues with Follow up dates on Thursday and Friday would not pass the above condition so no email would be sent.

 

When the rule runs on Tuesday it picks up issues with Follow up dates on the previous Thursday, Friday, and Saturday.

The issues with Follow up dates on Thursday would match the above condition.

 

When the rule runs on Wednesday it picks up issues with Follow up dates on the previous Friday, Saturday, Sunday.

The issues with Follow up dates on Friday would match the above condition.

 

When the rule runs on Thursday it picks up issues with Follow up dates on the previous Saturday, Sunday, and Monday.

 

However, I would like to point out that the Follow up date is not inherently the same thing as the date the issue was last updated. Without understanding what you mean by "updated" I'm not sure that my suggestion will get you the results you want.