How to add automation rule that sends email notification if status not changed for 48 hours?

[Salah Ayoub]

Hi,

I'm an admin in Jira Service Management

How can I add automation rule that sends email notification to assignee or reporter if status not changed for a 48 hours?

I didn't find the proper trigger when created a rule.

[Ioana · Accepted solution]

Hi Salah,

You can use the Scheduled trigger, so that the automation rule will check the tickets and send emails daily/hourly (depending on what schedule you configure). 

The automation should check the following JQL: not status changed after -48h

Regards,

Ioana

[Salah Ayoub]

Hi Ioana,

Thanks for your support. I tried what you are suggesting and when i click on validate query it showed me the issues are matching the condition (not status changed after -48h) and it shows some issues are created only yesterday and 48 hrs not passed yet on not changing the status. 

could you please suggest another query or look again into the one you shared. in both cases, do you have a link where usually we cheat to know the available queries and the syntax?

Thx

Salah

[Ioana]

Hi Salah,

Simply add: and created < -48h

It seems that Jira also considers the status updated when a ticket is created. With the JQL below you can see all tickets where the status did not change in the last 3 days and that have been created earlier than 3 days ago.

NOT status changed after -48h and created < -48h

You can check the documentation below for more information about JQL:

• Advanced searching - fields reference

• Advanced searching - functions reference

• Advanced search reference - JQL operators

• Advanced search reference - JQL keywords

You could also check this free skillbuilder: https://training.atlassian.com/jql-in-jira-service-management and this free training: https://training.atlassian.com/Jira-jql

Regards,

Ioana

[Mario Santiago Ortega Solorzano]

hello, I tried this automation but when it is executed it sends to the assigned persons several emails, when only one email is required.

[Simon Galiazzo]

Hi @Mario Santiago Ortega Solorzano ,

Not sure if you sorted this out or not, but what you are looking for could be solved easily with filter subscription emails.
Basically it is JQL search to find the issues you need, saved as a filter, then you subscribe to that filter by setting the frequency of the emails required.
See here for more information Receiving Search Results via Email | Jira Software Data Center and Server 6.4 | Atlassian Documentation

[Pavel Junek]

Hi,

You can use "Scheduled" automation rule with JQL query action:

And send mail:

Pavel

[Ioana]

If you use updated, it will check for any update, not status changed only.

So if a comment was added/ a field was edited, the issue will be considered updated, even though the status did not change. 

[Pavel Junek]

Yea, your right :) 

Thank you

[Mariano]

Hello @Ioana and @Pavel Junek ! I am actually trying to achieve this, if no update whatsoever (abandoned issue) I want to receive an email.

I have a 5 day old test ticket in Waiting for Support status, and I created this JQL rule:

`project = "My Project" and status = "Waiting for support" and updated >= 2d`

Yet I can't seem to get it to work, I also tried `updates < -2d` but still no luck.

What am I doing wrong?

[Ioana]

Hi Mariano,

Try this JQL:

project = "My Project" AND status = "Waiting for support" AND updated < -2d

or

project = "My Project" AND status = "Waiting for support" AND updated < -48h

If it is still not working please provide more details (any error you get, rule configuration, etc).

Regards,

Ioana

[Surti K]

Team 

        I tried the recommendations suggested above. And the rule does seem to work for the following JQL:  

(project in (temp)) AND (updated < -1d and status in ("In Review"))

Output of JQL yields - 7 issues

However when the automation job kicks off it sends an email with only 1 issue ?

Subject reads: 

Issue(S) {{issue.key}} was last updated less than 1 days ago

Under the Content section i have the following values

Issue Key: {{issue.key}}
Summary: {{issue.summary}}
Assignee: {{issue.Assignee}}
Reporter: {{issue.Reporter}}
Reviewer: {{issue.customfield_X}}
Reviewer Approval: {{issue.customfield_Y}}

Is there anything that I may be doing wrong ?

Thanks

SurtiK