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Help wit JQL automation emails to be sent out

Darrian Castillo March 31, 2022

I have created an automation for the Service Desk to notify assignees and reporters every day at 7AM if there is a ticket with  adue date set for that day an email will be sent to notify that it is still open. 

For ex: Rule runs every day at 7AM using this JQL:  " due date> = start OF day () and due date <=end of day()  this works perfectly. 

If a ticket has a due date for 03/31 at 7AM on 03/31 an email will be sent. 

however, I want to run an extra rule that only sends emails to the tickets that are open or in progress and NOT tickets/ issues that are resolved or done. For example the above rule was executed however the assignee still received an email because the due date was set for 03/31 but the ticket was closed on 03/25. 

1 answer

1 vote
Fabian Lim
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 31, 2022

Hi @Darrian Castillo

Welcome to the community.

You would have to put a status or resolution condition on your jql. For example: resolution = unresolved 

Or 

Status !=done

Regards

Darrian Castillo March 31, 2022

Hi Fabian,

 

Thank  you so much for your help. That makes sense. Although, my experience with JQL is very fresh i would like to ask if i wold need to include that before or after my current condition? or how would i actually have to write it?

For example: 

due date> = start OF day () and due date <=end of day(), status! = done ? 

or status!= done, due date, etc... 

 

I attempted to add the "status!=done" but was receiving an error.  

Fernando Eugênio da Silva
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 31, 2022

@Darrian Castillo 

Just use the AND incrementing feature in your JQL, so it would look something like this:

due date> = start OF day() and due date <=end of day() AND status != Done

This should already work for you.

As a suggestion, I would change the "status != Done" to "statusCategory != Done".

Only if it's the case you have other resolution status like "CANCELED". The "statusCategory != Done" will not read other "Green" color statuses you have in your workflow ;)

Like Fabian Lim likes this
Darrian Castillo April 6, 2022

Thank you so much! This has worked. 

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