How can I trigger an event, if an issue is not updated for a given time?

AB_j1uelf

Is there is a way in JSM to send some reminder notifications to reporter?

 

Use Case :

- we set a ticket as Waiting for customer (T0) to get feedback

- Notification to be sent if no comment received from reporter since 7 days – 1st reminder

- Notification to be sent if no comment received from reporter since 14 days – 2nd reminder

- Notification to be sent if no comment received from reporter for 21 days – Last reminder

 

Thanks.

Trudy P Claspill

Hello @AB 

Is it possible that people besides the reporter will enter comments during those time periods?

One possible solution involves multiple Automation rules.

Rule #1 would be triggered by a comment being added to the issue. The rule would compare the comment Author to the issue Reporter. If they are the same, then the rule would update a custom field (that you would need to add to the issue) with the current date to note that is the most recent comment from the reporter.

You would then set up additional scheduled rules to use JQL to select the the issues that need a reminder. There would be one rule for each time period (7 days, 14 days, 21 days). The rules would be scheduled to run daily. The JQL would include at least this criteria

"Last Reporter Comment Date" = -7d

...where each rule would use one of the time period values. 

You would probably want additional criteria, such as 

status = "Waiting for customer (T0) to get feedback"

You could either have the rule then send an email directly to the Reporter, or add another comment to the issue which would generate an email being sent to the Reporter.

 

Would you care when the issue status was set to "Waiting for customer (T0) to get feedback" vs. when the reporter last commented? For example:

1. Reporter enters a comment on 1 Jan 2024
2. Status is changed to "Waiting for customer (T0) to get feedback" on 3 Jan 2024
3. As of 8 Jan 2024 the Reporter has not posted any new comments and the status is "Waiting for customer (T0) to get feedback", therefore the 7-days reminder will be sent.

Or would the rule need to consider the date of the status change (3 Jan 2024) and start the clock from that date instead?