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Auto Comment - No Response from Reporter (Customer)

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I need automation rule for below scenario with screenshot . any help appreciated

Step 1 : When issue Created

Step 2 : Issue field condition - status - In Progress / Waiting for Reporter / on hold

Step 3 : More than one day (need query or steps)

Step 4 : Send mail  ; Please Update status of your request 

Step 5 : If no Response sent mail to customer & customer manager as well as IT agent

Step 6 : If no response sent mail to customer - stating closing the ticket - pls contact xxx

 

 

 

2 answers

2 accepted

0 votes
Answer accepted
Jack Brickey Community Leader Aug 02, 2022

First I assume that you are using automation for Jira. If that is correct then I think you really only need help with step 3. At least I will start there. The following condition should meet your needs for step 3.

(status = "In progress" and status was "In Progress" on startOfDay(-1)) or (status = "waiting fir reporter" and status was "waiting for reporter" on startOfDay(-1)) OR (status = "on hold" and status was "on hold" on startOfDay(-1)

now there may be some errors or misalignment with between the JQL above and your goals but hopefully it is a start to get you to where you need to be. Let me know your thoughts on this and how I might be able to assist further.

Jack Brickey Community Leader Aug 02, 2022

@Sampath , as Mark mentions, more info would be great. Ideally you would attempt to construct the rule and test it out then share hear your exact results. This will allow us to refine your rule to achieve your goals. Good luck!

0 votes
Answer accepted
Mark Segall Community Leader Aug 02, 2022

Hi @Sampath - Based upon steps 2 and 3, you'll need to change the trigger from Issue Created to scheduled.  You could do something like this:

  • TRIGGER: Scheduled (Daily) with following JQL
    • status IN ("In Progress", "Waiting for Reporter", "On Hold") AND status changed BEFORE -1d
  • ACTION: Send Email
    • Recipient: Reporter
    • Subject/Body: Whatever you want for step 4

This would address steps 1-4.  However, we'd need more information on steps 5 and 6.  If you're looking for something to happen after steps 1-4 have occurred and there's still no update, you'll probably want to split these into a separate rule.

Jack Brickey Community Leader Aug 02, 2022

@Mark Segall ,

I was going this direction too but wondered about the treatment of an issue that falls into the example below...

issue status yesterday = In Progress and today = On Hold

I wondered if an email should be sent in that instance? certainly your JQL is simpler and should be used if so.

Like Mark Segall likes this
Mark Segall Community Leader Aug 02, 2022

Agree with you Jack.  Your query definitely covers more ground.

Jack Brickey Community Leader Aug 02, 2022

The best solution depends on the needs here for sure. I really wish there was an "uninterrupted time in current status" function in Jira. 😉

Like Mark Segall likes this

Hi @Jack Brickey @Mark Segall 

 

Thanks for your wonderful steps 

 

I have tested upto step 4 . Validate the query . Issue found . But i didnt see it comment on the tickets which created 29/Jul/22

 

JQL Query : status = "In Progress" and status was "In Progress" on startOfDay(-1)

ADD Comment : 

Hi {{issue.reporter.displayname.split(\”\”.first}}

We haven't hear back on your request . Please update the status


Thanks
IT Agent

Hi @Jack Brickey @Mark Segall 

 

Thanks for your wonderful steps 

 

I have tested upto step 4 . Validate the query . Issue found . But i didnt see it comment on the tickets which created 29/Jul/22

 

JQL Query : status = "In Progress" and status was "In Progress" on startOfDay(-1)

ADD Comment : 

Hi {{issue.reporter.displayname.split(\”\”.first}}

We haven't hear back on your request . Please update the status


Thanks
IT Agent

Jack Brickey Community Leader Aug 04, 2022

Can you please share an image of your rule and also the audit log from an execution where the comment isn't made but you believe should have been made?

@Jack Brickey  Thanks for you response. Please find below details

Audit Logs
Action details:

Issue condition

The following issues passed: FHT-XXXX

JQL condition

The following issues did not match the condition: FHT-XXXX
Screenshot 2022-08-05 at 9.38.15 PM.pngScreenshot 2022-08-05 at 9.39.10 PM.png

This rule will never execute because you're triggering on issue create and then setting a condition that it is in status x.  You probably need a when issue transitions or schedule trigger.

Screenshot 2022-08-06 at 8.53.44 PM.png

 

Hi @Mark Segall  Thanks for your response. Possible to share us exact rule

Mark Segall Community Leader Aug 08, 2022

Instead of the conditions, you would have the JQL in your schedule trigger.  

Screenshot 2022-08-08 at 7.54.29 PM.png

 

I have this rule, looks like validation not done @Mark Segall 

Mark Segall Community Leader Aug 08, 2022

Your trigger is set for "issue transitioned" and when issue transitions from In Progress to In Progress which means it will never trigger.  The trigger should be set to Schedule with one of the JQL queries that Jack or I shared.  Then you can eliminate your conditions.

Screenshot 2022-08-08 at 8.32.44 PM.png

 

@Mark Segall  I have mentioned this in the rule any correction still? not sure . I have address the email id  Thanks

Mark Segall Community Leader Aug 08, 2022

This looks correct.  Can you share the latest screenshot of your rule along with the audit log?

`

 

@Mark Segall  pls find the the same..and suggest thanks

@Mark Segall 

 

Hi Mark, Here i need to create new ticket and check for tomorrow or it will take previous issue "in progress" status as well. pls advise 

Mark Segall Community Leader Aug 08, 2022

Here i need to create new ticket and check for tomorrow or it will take previous issue "in progress" status as well.

When you set a rule to run on a schedule, you'll have an option to "Run Now" on the top right of the rule so that you don't have to wait until tomorrow. 

As for testing, If you don't have a test issue that's been IN PROGRESS for more than a day, you could change the JQL from -1d to -5m for testing purposes and then change it back once you're confident with the results.

Screenshot 2022-08-08 at 9.26.05 PM.pngScreenshot 2022-08-08 at 9.28.06 PM.pngScreenshot 2022-08-08 at 9.29.10 PM.png

 

@Mark Segall  Thanks for your wonderful guidance. But here i am unsure it shows success few tickets but i didnt received mail so far. 09:18 Success but 09:28 No action it shows 

Hi @Mark Segall 

 

Now it shows Success & schedule for tickets but email didnt received so far not sure in UAT authorized my mail id 

@Mark Segall @Jack Brickey 

 

I have tested in Stage Instance it works. Thanks for your support .

 

Here, I just want to add the same comment in the ticket as well. 

 

any suggestion rule pls advise

 

below format i am using in send mail :

Subject : Response Required: {{issue.key}} - {{issue.summary}}

Content :

 

Hi {{assignee.displayName}}

A Quick Reminder that the ticket {{issue.key}} has passed one day. Please action your ticket as soon as possible.

Summary:
- Title : {{issue.summary}}
- Status: {{issue.status.name}}
- Url: {{issue.url}}


Thank You
XXXX

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