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Send Reminder Email to Reporter When Ticket in Waiting for Customer from Past 3 Days

Vikrant Yadav

Hi Experts,

Need one help in setting up an automation rule in Jira.

I want to send notification to the reporter when ticket is in "Waiting for Customer" from past 3 Days and not status change in past 3 days or not any comment added.
This would be the first reminder

and Second reminder would be after 5 days, when no status change in past 5days and request still in "Waiting for Customer"

May I know how can i setup such automation rule ?

Should I use this JQL : status = 'Waiting for Customer" AND NOT Status CHANGED AFTER -3d

Kindly suggest

Accepted answers

Sami Shaik

@Vikrant Yadav ,

@Sagar Mahajan and @Anwesha Pan have the shape right (two scheduled rules). Two details in your requirement break the simple versions, so here is the build that survives them.

Problem 1: the reminder resets its own clock. If the rule posts a comment, updated moves, and the second rule (day 5) never matches, because the issue was "updated" two days ago by your own reminder. Use the Send email action, not Add comment. Send email does not touch the work item, so updated, status and the comment list all stay as they were.

Problem 2: "no comment in 3 days" is not expressible in JQL. JQL has no last-comment date. Use the schedule JQL for the status part and an advanced compare condition for the comment part.

Rule 1, first reminder (daily):

Trigger: Scheduled, JQL project = KEY AND status = "Waiting for customer" AND NOT status CHANGED AFTER -3d AND labels != reminder-1
Condition: Advanced compare, first value {{issue.comments.last.created.diff(now).days}}, condition greater than or equal to, second value 3. (If there are no comments at all, add a second branch or an "or" with {{issue.comments.size}} equals 0.)
Action: Send email to {{issue.reporter.emailAddress}} (or to the reporter via the Customer notification if this is JSM and you want it on the portal thread).
Action: Edit work item, add label reminder-1. This is the marker that stops it firing again tomorrow; it does bump updated, which is fine because the second rule does not use updated.

Rule 2, second reminder (daily):

Trigger: Scheduled, JQL project = KEY AND status = "Waiting for customer" AND labels = reminder-1 AND labels != reminder-2 AND NOT status CHANGED AFTER -5d
Condition: same comment-age compare, value 5.
Actions: Send email; add label reminder-2.

Reset when the customer responds: a third, tiny rule, trigger Work item transitioned from "Waiting for customer" (or Comment added by the reporter), action remove labels reminder-1, reminder-2. Without it an issue that bounces back into Waiting for customer later will skip its reminders.

Why not updated >= -4d AND updated <= -3d? It works only if the issue is touched by nothing else during that window; one agent edit, one automation, one linked-issue change and the window is missed or shifted. NOT status CHANGED AFTER -3d plus the comment-age condition measures the two things you actually care about and nothing else.

If labels are visible to customers in your portal and you would rather not expose them, swap the label for a hidden single-select or date field "Last reminder"; the logic is identical.

All comments

Sagar Mahajan

Hi @Vikrant Yadav
Yes, you can use the schedule action using the JQL like below and use the add comment action with the message you want to post.
status = "Waiting for Customer" AND status CHANGED TO "Waiting for Customer" BEFORE -3d AND NOT status CHANGED AFTER -3d

Try this out and let me know how it goes

Anwesha Pan

Hi @Vikrant Yadav

Your initial thought of using status = "Waiting for Customer" AND NOT status CHANGED AFTER -3d is on the right track, but ensure to create 2 separate scheduled rules using strict 24-hour date windows.

Rule for 3-Day Reminder (Runs daily at 9:00 AM):

project = "YOUR_PROJECT_KEY" 

  AND status = "Waiting for customer" 

  AND updated >= -4d 

  AND updated <= -3d

Rule for 5-Day Reminder (Runs daily at 9:00 AM):

project = "YOUR_PROJECT_KEY" 

  AND status = "Waiting for customer" 

  AND updated >= -6d 

  AND updated <= -5d

I hope this helps & resolves your issue. 🙂

Thanks,
Anwesha

Sami Shaik

@Vikrant Yadav ,

@Sagar Mahajan and @Anwesha Pan have the shape right (two scheduled rules). Two details in your requirement break the simple versions, so here is the build that survives them.

Problem 2: "no comment in 3 days" is not expressible in JQL. JQL has no last-comment date. Use the schedule JQL for the status part and an advanced compare condition for the comment part.

Rule 1, first reminder (daily):

Trigger: Scheduled, JQL project = KEY AND status = "Waiting for customer" AND NOT status CHANGED AFTER -3d AND labels != reminder-1
Condition: Advanced compare, first value {{issue.comments.last.created.diff(now).days}}, condition greater than or equal to, second value 3. (If there are no comments at all, add a second branch or an "or" with {{issue.comments.size}} equals 0.)
Action: Send email to {{issue.reporter.emailAddress}} (or to the reporter via the Customer notification if this is JSM and you want it on the portal thread).
Action: Edit work item, add label reminder-1. This is the marker that stops it firing again tomorrow; it does bump updated, which is fine because the second rule does not use updated.

Rule 2, second reminder (daily):

Trigger: Scheduled, JQL project = KEY AND status = "Waiting for customer" AND labels = reminder-1 AND labels != reminder-2 AND NOT status CHANGED AFTER -5d
Condition: same comment-age compare, value 5.
Actions: Send email; add label reminder-2.

If labels are visible to customers in your portal and you would rather not expose them, swap the label for a hidden single-select or date field "Last reminder"; the logic is identical.

Vikrant Yadav

Hi @Sami Shaik
Thanks a lot sharing the solution.
Yes this solution works for me

I am sending reminder mail not adding a comment.

But with the help of label easily filter issue on which first remidner sent, Without label it pick are all the ticket and send reminder mail again and again.

Sami Shaik

Glad it held up, @Vikrant Yadav, and thanks for confirming in the thread. One thing to watch after a few weeks: the reminder labels will accumulate on closed tickets. A rule on transition to Done that removes reminder-1 and reminder-2 keeps the label list clean for everyone else’s JQL.

Birkan Yildiz _OBSS_

Hey there, welcome to the Community!

To answer your JQL question first: status = "Waiting for Customer" AND NOT status CHANGED AFTER -3d will find issues whose status hasn't changed in the last 3 days. However, if you use this directly in a daily scheduled Jira Automation rule without tracking labels, it will keep re-triggering every single day after Day 3. To handle 3-day and 5-day reminders natively in Jira Automation, you typically need scheduled rules that check recent activity (updated <= -3d) and apply tracking labels (e.g., reminder_3d_sent, reminder_5d_sent) to prevent duplicate emails.

A Simpler Alternative: Timepiece Alarms

If you want to avoid managing complex multi-step rules and tracking labels, you can automate this using Timepiece - Time in Status for Jira.

Timepiece includes a built-in Scheduled Reports & Alarms feature designed specifically for stalled work and threshold alerts:

Exact Duration Tracking: Timepiece calculates the exact, uninterrupted duration an issue spends in "Waiting for Customer" directly from the issue history.

Automated Alarms: You can configure automated tasks set to trigger when tickets reach your target thresholds (3 days and 5 days) and deliver notification emails (or Slack/MS Teams alerts) directly to the designated recipients.
Custom Working Calendars: You can apply custom calendars so your 3-day and 5-day thresholds only count actual business hours and exclude weekends or public holidays.

You can find Timepiece - Time in Status for Jira on the Atlassian Marketplace.

Full disclosure: I am on the team that develops Timepiece. Hope this helps you set up your reminder workflow smoothly!

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