Automation rule

b_hafez April 14, 2024

Hi Team,

I have an automated rule to send a follow up to my customers when the ticket is setting on Waiting For Customer for 2 days. However, I noticed that the clock is triggered whenever you set that regardless if I move it back to any other status. say it was put to waiting for customer on Monday, customer replied on Tuesday this will move it back to In Progress, if I sent them another response and set it Waiting for Customer on Wed. that one day between Mon and Tue still counted within the rule clock. and a reminder will be automatically sent on Thu.

My JQL statement is: status = "Waiting for customer" AND labels in (auto_comment_1st) AND status changed TO "Waiting for customer" BEFORE "-2d" ORDER BY updated DESC

is this new edit correct:'status = "Waiting for customer" AND (labels not in (auto_comment_1st, auto_comment_2nd) OR labels is EMPTY) AND status changed TO "Waiting for customer" BEFORE "-2d" AND NOT status changed FROM "Waiting for support" DURING ("-2d", now()) ORDER BY updated DESC'?

2 answers

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Walter Buggenhout
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April 14, 2024

Hi @b_hafez and welcome to the Community!

since this is to trigger an automation rule, I would personally leave out the ORDER BY updated DESC part at the end, but I don't see anything wrong with your JQL.

Hope this helps!

b_hafez April 14, 2024

thanks Walter. it was actually configured by one of the admins before I joined the team. can you please elaborate on why you think the Desc better be left out?

Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 14, 2024

It just sorts the list of results, @b_hafez.  it does not bring any additional issues in or out the list of results and it does not matter in what order you send out the reminders. So - nothing wrong with it, but it doesn't add any value.

The more you add to the query, the harder it becomes to read. And on that note: I just looked at the syntax of your query and - while it is correct - making it simpler following @Stephen Wright _Elabor8_ 's suggestion would make it easier to read / adapt in the future as well.

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Ste Wright
Community Leader
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April 14, 2024

Hi @b_hafez 

What's the label for? Or is that not related to this rule?

I'd think this JQL should work...

status = "Waiting for Customer" and not status CHANGED AFTER -2d

^ This should find issues where the status has not been changed within the last 48 hours

Ste

b_hafez April 14, 2024

thanks Ste. this was configured before I joined the team. I think labels were set as a precaution so 2 conditions are met before the rule is triggered. personally we never manually edit those or look at them during our work 

Ste Wright
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 14, 2024

Hi @b_hafez 

The labels might be ensuring the auto-response isn't sent twice; I'd consider changing this to the action "Set entity property" in future - these are set within the issue's properties, and cannot be removed accidentally.

---

Does the JQL work for your rule?

Ste

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