I've come across a similar issue and I solved it, but it's not a straight forward approach.
The problem: Remind a support agent that a given JSD issue is in a given status for X amount of days.
In my case, when a support agent has a support issue is status PENDING for more than 3 days, I create a slack notification and Jira message that mentions the assignee. That is the reminder.
To do this, I had to create a custom Jira field that I called 'Status Time' and the values it can take are dates.
Next, I created a rule that stamps this field, each time an issue is transitioning to a given status:
Obviously, you must have this field visible in your issue's screens. (I won't get into how to this in this post).
Lastly, you need to create a rule that runs based on a cron setting and that is looking at this Status Time field and counts against it:
I hope it helps.
Depending on what you're trying to remind someone of, you can set up an SLA that will expire and then send an email or make a ticket comment.
If this doesn't meet your needs, there are a number of different automation addons such as Scriptrunner or Automation for JIRA that can accomplish deeper automation.
Thanks for your reply @Meg Holbrook
I'm not sure an SLA approach is ideal because our objective is to conveniently set a reminder/notification for a given number of days from today's date from within any ticket and to notify the Assignee but not the Reporter, perhaps via an internal comment. Thoughts?
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