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Send a mail if tickets sits in a specific status for to long

Hi Team,


I am looking for an automation rule for the following 2 scenario's:

1) I want a automation rule in JIRA Service desk to send a notification mail to a reporter, if a ticket has been sitting in a status (Waiting for Customer Feedback) for 36 hours, that the issue will be closed if they do not repond to the ticket.

2) If the ticket has been in this status for 72 hours, the ticket needs to be closed. 

Or do I need a plugin for this?

Hope you can help me

Kind Regards,


1 answer

1 accepted

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Answer accepted
Danny Zuccaro Community Leader Apr 11, 2017

Hi Juan,

You can set this up by using the automation rules. Here is a link to the full documentation that can walk you through setting up on the SLA breaches you mentioned - Automation Rules.

Hope this helps. 

Hi Danny,

I used the custome rule

When: Status changes

IF: Issue Matches

with the following JQL

Project = X and Issuetype = y and status = "Waiting for Customer" AND status changed before -3d




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