Notify an cancel

[Bruno Fagundes de Souza]

How do I create an automation in Jira that notifies the user when they need to interact with the ticket? This automation should request interaction three times and then cancel the ticket if there is no response.

[Dan Breyen · Accepted solution]

Hi @Bruno Fagundes de Souza welcome to the community.  I did that in our instance by using labels and checking the status. I have two Automation rules.  One is a reminder after 10 days and then I close it after another 10.  So my Automation is checking for JQL (status = "Waiting for customer" and updated <= -10d ) as well as using the "Issue Fields Condition" and checking for the label.  So if there isn't a label, I send the first reminder and add the label to the ticket.  Then 10 days later, I'm checking for the label and closing the ticket. 

You should be able to check for no lable and add the first label, then remove it and set the second, and then check for the second and then cancel the ticket.

Hope that helps.

[Dan Breyen]

In the Automations Templates, there's an Automation there to 'Auto-Close old Jira support tickets' found here:  Auto-Close 

I'm pretty sure I took that as a starting point and then adjusted it to fit my requirements.

Hope that helps.