Auto Comment - No Response from Reporter (Customer)

[Sampath]

Team

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

[Jack Brickey · Accepted solution]

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]

@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!

[Mark Segall · Accepted solution]

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]

@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.

[Mark Segall]

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

[Jack Brickey]

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

[Sampath]

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

[Sampath]

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]

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?

[Sampath]

@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

[Mark Segall]

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.

[Sampath]

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

[Mark Segall]

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

[Sampath]

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

[Mark Segall]

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.

[Sampath]

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

[Mark Segall]

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

[Sampath]

`

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

[Sampath]

[Sampath]

@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]

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.

[Sampath]

@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 

[Sampath]

Hi @Mark Segall 

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

[Sampath]

@Mark Segall 

[Sampath]

@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

[rajeswari saravanan]

Hy!! Iam expecting the same thing.One query regarding it, I need to send a reminder comment on 4th day and resolving comment on 7th day but it should be running only on weekdays days not on Weekends.(Mon-Fri).How it can be achieved as sometimes 4th day may fall on weekends,Can You please suggest how the jql can be configured in this situation.

Suggestions please!!