Automation of reminders for specific time

[Berat Altunhan]

Hello everyone, I want to build an automation using Jira automation.

My goal is to send a reminder email to the approver(s) at 14.00 after 1 business day and at 10.00 after 2 business days when a ticket is “waiting for approval”. If the approver still does not take action, at the end of the 2nd day, automatically automate the request from “waiting for approval” to “Rejected” status.

To give an example;

Customer opened a ticket on 07.01.2025 at 16.00 and in the same minute the agents advanced this request to the “waiting for approval” stage.

The first reminder should go out on 08.01.2025 at 14.00 if the request is still not approved. The second reminder should go on 09.01.2025 at 10.00 if the request is still not approved. And finally, if the request is still not approved, the request should automatically go to the “reject” stage on 09.01.2025.

At the same time the automation should not work on weekends, so I will have to use "weeks" as Occurunce.

I am thinking of setting up these automations separately for day 1 and day 2.

I am also thinking of using the following JQLs..,

For the first reminder: status = “Waiting for Approval” AND status CHANGED TO “Waiting for Approval” BEFORE startOfDay(-1)

For the second reminder: status = “Waiting for Approval” AND status CHANGED TO “Waiting for Approval” BEFORE startOfDay(-2) 

In such a situation, what kind of automation would you perform? How should I proceed in the best practical way? If you have examples, I would be very happy if you can forward them to me.

[Manoj Gangwar]

Hi @Berat Altunhan You are correct. You must create two separate automation rules to send the reminder email and a third automation to reject the approval.

https://community.atlassian.com/t5/Jira-Service-Management/Reminder-for-pending-approval/qaq-p/2092880

[Berat Altunhan]

Thank you for your answer @Manoj Gangwar .

After my first automation works, the second automation will work, but in this case, when the first automation is still working, there will be a possibility that it will work again without the second automation working. How can I overcome this situation.

[Manoj Gangwar]

So in that case you have to update your JQL:
For the 1st automation-
status = "Waiting for Approval" AND status CHANGED TO "Waiting for Approval" BEFORE startOfDay(-1) AND updated < startOfDay()

For the 2nd automation-
status = "Waiting for Approval" AND status CHANGED TO "Waiting for Approval" BEFORE startOfDay(-2) AND updated < startOfDay()

For the 3rd automation- to reject the approval

status = "Waiting for Approval" AND status CHANGED TO "Waiting for Approval" BEFORE startOfDay(-2) AND updated < startOfDay(-1)

[Ponnappan Ganapathiya]

For the first reminder: status = “Waiting for Approval” AND status CHANGED TO “Waiting for Approval” BEFORE startOfDay() AFTER startOfDay(-1)

--> This will provide yesterday results

For the second reminder: status = “Waiting for Approval” AND status CHANGED TO “Waiting for Approval” BEFORE startOfDay(-1) AFTER startOfDay(-2)

--> This will provide day before yesterday results. Hope this helps to filter down the issues.