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If ticket is not processed by the assignee for 7 days,ticket should go back to the previous assignee

Hi All

We have one scenario where user may not know that ticket has been assigned to him. So i want to have one option in workflow like if the user is not handling the ticket for 7 days, then the ticket should return or come to the previous assignee. We can have notifictaion or filter option where mails can be triggered(we donot need this) . But i want ticket to be  automatically assigned to the previous assignee.

can anybody help me ?

 

Thanks

1 answer

0 votes

Hello,

You would need an app for it. There are multiple apps available: Power Scripts, ScriptRunner.

If you want to use the Power Scripts app, then you could write a job with a code like this:

string[] issueKeys = selectIssues("project = prj and not status changed after -7d");

for (string k in issueKeys) {

   string [] h = fieldHistory(k, "assignee");

   string a; 

   if(isNotNull(h[1])) {

    a = h[1];

  }else {

    a = h[3];

  }

    k.assignee = a;

}

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