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Automation: Sending "annual review" email 12 months after a ticket status = Done

I am working on an automation for a Jira Service Desk project called ISSM that we are using for Vendor compliance management via "Service Request" tickets. At the beginning of every month, I would like to check for tickets which are marked as "Done", with a Resolution date that is more than 365 days old, and then send an email to a specified address with a reminder to complete the review. 

For testing purposes, I have set the "resolution >=5d" because I know we have tickets that would apply. Here's what I have setup presently:

2021-07-07 14_39_15-Project automation.png

In case the query is not readable in that screen shot, here is my JQL query:

project = ISSM and status = Done and issueType = "Service Request" and resolved >=5d

I believe the final query would look something like this:

project = ISSM and status = Done and issueType = "Service Request" and resolved >=365d

When I manually run the rule to test, the audit log shows no matches:

2021-07-07 14_47_02-Project automation.png

Am I calling the issueType incorrectly? Am I misusing "resolved"? Any help would be appreciated. Let me know if you have any questions.

1 answer

1 accepted

0 votes
Answer accepted
Fabian Lim Community Leader Jul 07, 2021

@Geekmaster

The JQL is limited to capture what you want to do.  This is what I would do instead:

Rule 1:

- Create a rule that sets the "review date" (new date customfield) to next year with smart values when the issue is transition to "Done"

- smart value: {{now.plusDays(365)}}

- Link: https://support.atlassian.com/jira-software-cloud/docs/use-smart-values-to-manipulate-and-format-dates/

Rule 2:

- Use the scheduled rule that you have and in the JQL you check "review date" = {{now}} and have the same actions.

- Instead doing the first of the month, run it everyday.  

That worked!  Thanks for this.

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