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Prompt customer for a response

Hello team...I have a legacy rule that prompt the customer for a response if it is in "waiting on customer" state for 5 business days. I want to move this rule to the new automation scheme ...but alittle unsure how to do that. I have the legacy rule in the attachments... thank you in advanceScreenshot 2021-02-05 073544.png

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@Rob I agree with Bill's suggestion, but what I have used in the past is a JQL query like the below to create similar automation rules for prompting the customers by adding a comment on the ticket:

project = "your project name or key"
AND status = "Waiting on customer"
AND updated < -3d


Hope it helps! 

Hi @Taranjeet Singh 

I almost suggested using updated and then considered that other changes could have occurred and the issue remain in the same status.  I guess the approach depends upon the specifics of what Rob wants to test to indicate "not changing in last 3 days".


Like Rob likes this
Taranjeet Singh Community Leader Feb 05, 2021

@Bill Sheboy Correct, I agree it depends on Rob's requirements! But I was wondering if the JQL query can further be modified as below to cover that scenario:

project = "your project name or key"
AND status = "Waiting on customer"
AND updated < -3d and NOT updated > -3d
Like Rob likes this

is there a way to make this 3 business days?

Hi @Rob 

Nope, not with JQL for business days.  This was asked for in the past and marked as "Won't Do":

But within the rule you can do this by adding a condition to check for greater than 3 business days, such as


If the days in the range were weekends the condition would skip them.

Like # people like this

Gentlemen...very helpful. Thank you for your support

Like Taranjeet Singh likes this

Hi @Rob 

You may want to use a scheduled trigger with JQL, running your rule every day, or more often.  Your JQL could be based upon the status not changed for 3 days.  For example

project = myProject
AND status = "Waiting on customer"

Then use an action to add the comment.

To learn more about the new rules, please see here:

Best regards,


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