Creating A Workflow for Aging Tickets

viraj
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April 26, 2024

Hi all! 

I'm trying to create a workflow for aging tickets. My goal is to trigger a notification (via Slack or Jira) for any tickets that are older than 12 days. Is there a way to do this via workflows? If so, what steps should I use? 

Thank you!

 

3 answers

1 vote
Stephen_Lugton
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April 26, 2024

As @Sebastian Krzewiński says you could use an automation:

A very simple automation which would send a slack message daily (Mon-Fri) for each ticket individually is:

Slack scheduled.png

You can change the JQL to meet your needs better, or use a lookup table to only send out one message.

 


 

You could also use the same JQL filter and create a subscription from it if receiving an email is ok.

Filter over 12 days old.png

 

Filter Details.png

 

Filter Subscription.png

0 votes
viraj
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April 26, 2024

Thanks, @Sebastian Krzewiński

 

Is this possible via webhooks on workflows? Perhaps, I can do something with JQL too, but not sure. There is an option to send a Slack message as well... 

Sebastian Krzewiński
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April 26, 2024

Why you want to do that on workflow? Still you need to trigger somehow transition on workflow to send webhook.

0 votes
Sebastian Krzewiński
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April 26, 2024

Hi @viraj 

 

IMO best option will be to make filter subscription or use automation to send mail.

Both scenarios require to create filter to find issues where are in specific statuses (if you want) and aren't updated since 12 days.

 

Regards,

Seba

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