I’m trying to set up an automation rule in Jira that automatically escalates tickets when they remai

lovelyqueen

 

 

• Goal: I want to create a rule that:
  • Checks the ticket status every 24 hours.
  • Automatically updates the priority and sends a notification if the ticket has been unresolved for over 48 hours.
• Problem: I’ve configured the rule using the "Automation" feature, but it’s not triggering as expected. Either it’s not identifying the correct tickets, or it’s skipping some altogether.
• What I’ve Tried:
  • Set the trigger to run on a schedule every 24 hours.
  • Used JQL: status = "Open" AND updated <= -2d.
  • Added actions to update the priority and send an email notification.
  • Tested the rule manually, and it works inconsistently.

Additional Context:

• Hosting type: Jira Cloud.
• Access: Admin permissions on the project.
• The project uses a Kanban board with custom statuses.

If anyone has experience setting up similar rules or troubleshooting automation in Jira Cloud, I’d love to hear your insights or best practices.

Thanks in advance for your help!

Trudy P Claspill

Hello @lovelyqueen 

Welcome to the Atlassian community.

When asking for help with an automation rule, it will help us to help you if you provide the following information:

1. A screen image that shows the entire rule
2. Images that show the details of each step
3. Images that show the entire Audit Log detail for a time where the rule ran and you did not get the results that you intended/expected
4. An explanation of how the results did not match your expectation.

 

Each time the rule is triggered it will create an entry in the Audit Log for that rule. If you check the Audit Log is the rule really not being run on the schedule you set? 

You can expand the details of an Audit Log entry to see what issues were selected by the trigger? Does it appear to be selecting the correct issues?

In the Scheduled trigger below the JQL field is a checkbox. Is that box checked or not checked? Example: