Is it possible to set an automation email to assignee when time has lapsed on a ticket?

Question

We would like to have an email notification to the assignee when a comment has not been added to a ticket after 3 days.

Bill Sheboy · Answer

Hi @Geethanjali Katagani

What is the source of the information you posted?

When posting content generated by automation / chat bot, community guidelines require disclosing that source in your post.  To learn more, please read the community guidelines:

https://community.atlassian.com/forums/custom/page/page-id/rules-of-engagement

Kind regards,
Bill

Geethanjali Katagani · Answer

Yes, it's absolutely possible to set up an automation rule in Jira Service Management to send an email notification to the assignee when a ticket hasn't been updated (no comment added) after 3 days. Here's how you can do it: Steps to Set Up the Automation Rule: Go to Project Settings: Open the relevant project. Click on Project Settings > Automation. Create a New Rule: Click on Create Rule. Set the Trigger: Select the trigger: “Scheduled”. Configure it to run every day (or as frequently as you want the rule to check for lapsed tickets). Add a Condition JQL condition in trigger action: JQL condition : issue Type = "Task" AND Status = Open (or any status you want to monitor). Add a JQL condition from add condition section: Use the following JQL query to find issues without a comment for 3 days: jql updated <= -3d AND NOT status changed AFTER -3d This checks if the ticket was last updated more than 3 days ago and the status hasn't changed within the last 3 days. Add Send Email action from add Action section : Set “To” as: {{assignee.emailAddress}}. Customize the Subject and Body of the email Publish the Rule: Click Save and Turn it on. Thanks, Geethanjali

LaSonya Uehlin · Answer

Thank you!