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Automated rule to trigger an e-mail when status of the ticket is "Waiting for Support" for 7 days

Navin_Sridharan

How do I write an automated rule to send e-mail notification to requester when the status of the ticket is "Waiting for Customer" for 7 days. I tried the below automated rule but looks like it doesn't seem to be working. Any advice would be appreciated. Thanks in advance!!

WHEN : Issue created

IF : Issue matches: project = "DevOps and Automation Service Desk" and status = "Waiting for customer" and !(status changed after -7d)

THEN : Add comment: Hi There, We haven't heard back from you for more than 7 days.If you still need assistance with this ticket, please post a response to let us know that you still need help. If you no longer need assistance, you may mark it resolved now. If there's no response this ticket would auto close in the next couple of days. Thanks!!

Accepted answers

Adrián Plaza [DEISER]

Hi @Navin_Sridharan,

Welcome to this community

The default Jira Service Desk Automation module doesn't allow to execute schedule jql's and do actions with the results, only works with events.

For this propose you can use the free app Automation Lite for Jira.

You can create something like this:

I hope this help,

Adrián.

All comments

Alexey Matveev

Hello,

Try this JQL query

project = "DevOps and Automation Service Desk" and status = "Waiting for customer" and not (status changed after -7d)

Alexey Matveev

And I guess your rule will work only if an issue is created.

Navin_Sridharan

Thanks for the response @Alexey Matveev. I see a bunch of issues when I try to fetch the results for my query so I guess my query is appropriate but just that it doesn't work in the automation rule. Any thoughts?