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Automation to trigger after a ticket has been in the 'Waiting for Support' status for over 1 h

Christophe Jean-Louis
Christophe Jean-Louis
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February 11, 2025

 

 

Automation will trigger after a ticket has remained in the 'Waiting for Support' status for over one hour.

If ticket = incident

status = waiting for support

waiting for support > 1 hour

Then send an internal message to assignee 

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Aaron Pavez _ServiceRocket_
Aaron Pavez _ServiceRocket_
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February 11, 2025

Hi @Christophe Jean-Louis 

Can you test this?

project = projectkeyhere and issuetype = Incident and not status changed after 1h order by status

this will show all tickets in any status that haven't changed in 1h.

This part "status = waiting for support"  -> Im not able to use this in the JQL. i get the same information always. When using the status, it filters by the status and doesn't check the "not changed after 1h".

I'll continue checking!

Regards

 

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