Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Automatic run a task as a preset date elapsed Edited

Jira Service Desk version 3.13.2, Jira version 7.10.2

Task: change status of issue from 'Waiting for customer feedback' to 'In progress' after preset Date/Time - to follow-up the issue after the date given by an agent, as he changes the status to 'Waiting for customer feedback'.

To achieve the task:

  1. Created a custom field 'Wait for customer until' as Date/Time Picker.
  2. Created a SLA:
    SLA.PNG
  3. Created Automation
    Automation.PNG

Where When is:

Automation_When.PNG

Automation runs as Project Lead, who is a member of jira-administrators, jira-servicedesk-team, jira-servicedesk-users and has Project Roles 'Administrators' and 'Service Desk Team'.

Result: the automation does nothing. In the log is nothing, but

- after a "Wait for customer until" is elapsed,

- if a comment is added to issue or some other change happens

automation checks the issue, changes the status to 'In progress' and adds the entry to log. But we want the automation does the work itself, without a comment or anything else.

Questions:

What is wrong in my configuration?

Can SLA find an issue and start timer, if "Wait for respond until" < now()? Because it doesn't function by me, I suspect, that it cannot.

1 answer

1 accepted

OK, I have found another approach which functions:

ScriptRunner - Built In Scripts - Escalation service.

I let the script run every 1 hour (Cron expression 0 0 * ? * *)

with JQL: Project = "Name" AND Status = "Waiting for customer feedback" AND "Wait for respond until" < now(),

Action is: 'in progress'.

Attention: there can exist few different transitions with same name e.g. 'in progress'. Note the transition number, which you can find in Workflow.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

2,170 views 25 38
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you