Using automation to prompt for comment

[Ryan Creasia]

I've been tasked to set up automation to prompt for customer comment after certain intervals. For example, after a ticket has been in a status of "Waiting for customer" for 3 days without comment from the customer we want to send a notification. We want to continue to do this at the 7, 14, 21, and 28 days marks based on the date of the last customer comment. I thought I had it figured out, but then I realized the JQL I was using sent the notification at the 3 day mark and that was it. I am NOT a developer and I have a tough time wrapping my head around creating syntax like this. Any help or suggestions would be much appreciated.

[Kris Dewachter · Accepted solution]

Hi @Ryan Creasia ,

What is the syntax you are using now ?

Unless you are using additional addons, I don't think there is a way to filter on 'Date last commented' in a JQL.

Alternatively, you could JQL on the "updatedDate" of the ticket.

Best regards,

Kris

[Ryan Creasia]

Hi @Kris Dewachter

That is what I tried the first time around, but when the 3 day mark hit and the notification went out, Jira saw that as an update. That threw off the rest of the schedule.  I was hoping I could set it to trigger off the number of consecutive days the ticket was in the "Waiting for customer" status with out a change of status. 

The syntax I am using now is (status = "Waiting for customer" and updated <= -3d) with a new rule for each threshold.

Thank you,

Ryan

[Kris Dewachter]

Hi @Ryan Creasia ,

If you have a specific "Waiting for customer" status then maybe you can try this:

status = "Waiting for customer" AND NOT status CHANGED AFTER -3d

BR,

Kris

[Ryan Creasia]

Hi @Kris Dewachter ,

That looks like it did the trick! Thank you for your help. It is very much appreciated.

-Ryan

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