Add periodic automatic comments within a specific ticket tagging team members

[Geoffrey Chapelle]

Hi,

For some internal work, we create a ticket on one of our internal boards (i.e. not visible to the customer) and keep that ticket open for a long time. 

I would like to know if it is possible to schedule periodic comments in that ticket to remind the team to work on this ticket. For example, I would like to add an automated comment each Monday at 11 am with the message: "Dear @teammember, please remember to make time for this issue this week. Thank you!'". 

Can this be done? Thank you! 

[Noah Leu · Accepted solution]

Hey @Geoffrey Chapelle ,

yes of course this is possible. By adding an automation that is schedulded based on your prefered time. By adding a comment action and a trick to mention users within automation you can achive this. 

• When: Schedulded
  • Every week on Mo, at 11:00 AM
• Then: Add comment to issue
  • "Dear [~accountid:{{issue.assignee.accountId}}] , please remember to make time for this issue this week. Thank you!"

In my example I used the comment mark up syntax [~accountid:AccountIDHERE] in combination with the smart value {{issue.assignee.accountId}} to refer the assignee user account. The smart value just refers to the user within the assignee field and retrieves the account id. 

In the case the user you want to mention is saved in a different field. I refer to Aaron's comment from a similar request. => How to mention users in comment via Automation 

If you have any questions to this, let me know. 

Best regards

Noah

[Noah Leu]

Hey @Geoffrey Chapelle , 

one addition from my side. To not spam your colleagues with comments I would suggest to add a condition to check if the issue is already done. 😉

Best regards

Noah

[Geoffrey Chapelle]

Hi @Noah Leu thank you very much! I managed to create the rule with the 3 blocks: WHEN Monday morning > IF not done or closed > THEN comment (added the specific userID here).

One last question: how do I apply this rule for one specific ticket? 

[Noah Leu]

Hey @Geoffrey Chapelle ,

if you want to apply this to a specific issue or a specific set of issues I recommend to add a JQL condition to the schedule trigger. There is a checkbox on the bottom of the schedule trigger to Run a JQL search and execute actions for each issue in the query.

Then you can use key = XYZ-123 or key in (XYZ-123, XYZ-124, ABC-321) so the rule does only run on specific issues. 

[Geoffrey Chapelle]

Hi @Noah Leu: Thank you, that worked! :)

[Vishal Biyani]

@Geoffrey Chapelle 

You can write an automation rule like this

Add a schedule time trigger every Mon 11 AM along with a JQL

Let me know if this works for you.