Add public comment if the ticket is in particular status for 5 days

[Madhu Reddy]

If the status is Awaiting for Customer for 5 days and the ticket is not updated for 5 days. Then add a public comment on the issue.

I hope this is possible in Jira.. Please help me to achieve this.

I have added a rule using Automation for jira unfortunately it didn't worked for me. I have attached screenshot for your reference.

Thanks

Madhu

[Andrew Laden]

You need to use a different trigger. The trigger you are using only takes action when the issue is initially transitioned.

You want to use the "scheduled" trigger. This is a trigger that occurs at a regularly schedule time periodically.

You can set this trigger to run once a day, for example. Then once a day it will evaluate all the issues and if any match, will take the action n them. 

[Madhu Reddy]

Hi @Andrew Laden , Thanks for the help.

I have changed the trigger as below and still I am not able to get the expected results.

Can you please correct me if I was wrong..

For test purpose I have changed the time to 5m.

Thanks

Madhu

[Madhu Reddy]

Hi @Andrew Laden ,

I got the point that changing the trigger is the resolution but here it is not acting according to the JQL query.

I have added JQL query that If the ticket is in Particular status and not updated for -5m.

But the rule is neglecting the Second part of the query and Picking all the tickets in that particular statuses. ( Any way we can manage this by using Use this rule since the last time executed check box ) ...is it an expected behavior.

It will be good if it consider the Second part of the JQL last Updated part.

Thanks

Madhu

[Andrew Laden]

When you click on "Validate Query" it should show you all the issue that match your current query. You can use that to fix your JQL. Make sure that it only shows the issues you would expect to see.

Also, you probably want to uncheck the "Only include issues that have changed since last time this rule executed" and that is the exact opposite of what you want.