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Using automation to prompt for comment

Ryan Creasia December 15, 2023

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.

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Kris Dewachter
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 15, 2023

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 December 15, 2023

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 15, 2023

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

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Ryan Creasia December 18, 2023

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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rao usman
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January 15, 2024

I'm waiting for online projects like Evulation prompts work, dataentry.

rao usman
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
January 15, 2024

I worked in online projects like dataentry, Evulation prompts work.

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