How to create an automation rule that updates a ticket after specific duration

kana.okuma

What I want to achieve:

1. create an automation rule that adds a comment to tickets that are stuck in the "Review" status for 10 days
2. if there is no update for 10 days after the above, change the status to "Done" and add a comment

Evgenii

Hi, @kana_okuma 

You can add scheduled automation rule, that will look for issues in specific status and without update for 10 days, and add escalation comments.

JQL query will look like:

issuetype = Task AND status = Review AND updated <= startOfDay(-10)

 

 

upd.

I missed the second requirement. In this case, you can use the same trigger as I mentioned earlier, but add an IF/ELSE condition in rule body. Check the author of the last comment using this smart value: {{issue.comments.last.author}}.

If it's the same user who is performing the action, transition the issue to Done .
If it's a different user, then add a comment instead.