Create an alert automation when ticket stuck in a column

[Sandra Kabamba]

Hello, I would like to create an automation rule with 2 levels of alert

1. When a ticket stay more than 2 days on specific states (Blocked and code review) without any modification then the assignee is tagged on the comment section with a message 
2. If tickets stay more than 4 days into a column the list is sent into a slack channel

I tried to do it directly on the automation section but it seems that there's no action or trigger regarding time. Should use a JQL query? If yes, how to compose and integrate it into my board.

Thanks by advance

[Bill Sheboy · Accepted solution]

Hi @Sandra Kabamba 

You may do what you ask with a scheduled trigger (perhaps checking daily) and a JQL statement to find the relevant issues.  For example:

project = myProject AND NOT status CHANGED AFTER -2d AND status IN ("Blocked", "Code Review")

Kind regards,
Bill

[Sandra Kabamba]

Thanks @Bill Sheboy  the query works great! 

But I cannot exclude some labels or include some labels

project = myproject AND NOT status CHANGED AFTER -2d AND status IN ("Blocked", "In Review") AND labels ("iOS","Android","Back")

I've got an error message saying 

Error in the JQL query: an operator is anticipated but '(' is mentioned instead. Valid operators are '=', '!=', '<', '>', '<=', '>=', '~', '!~', 'IN', 'NOT IN', 'IS' and 'IS NOT'. (line 1, character 122)

[Bill Sheboy]

Please try instead adding:

AND labels IN ("iOS", "Android", "Back")

[Sandra Kabamba]

Yes, it's working. Thanks a  lot @Bill Sheboy 

[Bill Sheboy]

I am glad to learn that is working.  Please consider marking this question as answered; that will help others with a similar need in the future find solutions faster.  Thanks!

[Joey Huang]

Hi @Bill Sheboy 

I was able to set up a scheduled trigger, using your JQL as a reference. However, the action performed did not return the related results. 

For example, when tickets are in Code Review for > 3 days, it sends an email to me and let me know the results of that query. 

So the query works (returned 3 tickets), sending the email works, but the email has no content in it to let me know which ticket has been sitting in Code Review for > 3 days. 

[Bill Sheboy]

Hi @Joey Huang -- Welcome to the Atlassian Community!

FYI for older posts like this one: it can help to create a new question and link back to the older threads.  Otherwise only the people following this one will see it.  

Back to your question...Would you please post images of your complete rule and the audit log details showing the execution?  Those may provide context for what you are observing.  Thanks!

Kind regards,
Bill

[Joey Huang]

Thanks @Bill Sheboy

I created a new question here https://community.atlassian.com/t5/Jira-Software-questions/How-to-create-alert-for-issues-being-in-some-statuses-for-too/qaq-p/2307874#M256685