How to send automatic email to the different assignees if a ticket is not updated for a certain time

[Pedro Iván Márquez Peña]

Hello all

I'm trying to create an automatic rule that notify the assignees that they have some tickets without update in the last 3 days.

I'm using the next JQL:

project = XXXXX AND issuetype in (Defect, Problem) AND status in (Submitted, Inquiry, "In Fixing", "In External Fixing") AND resolution = Unresolved AND updated <= -3d ORDER BY created ASC, updated ASC

The content of the Send email step is:

Hello {{assignee.displayName}}, good day!

Friendly reminder that your jira(s) ticket(s) is/are not updated in the last 72 hours: {{#lookupIssues}}

* {{url}} | {{summary}} {{/}}

Please take a look on this/these jira ticket(s).

The emails were send to  all the assignees, but the content of the email is all the tickets, included the tickets of other users, my questions is if it is possible to filter the tickets by  user/assignee.

Thanks  in advance!

[Bill Sheboy · Accepted solution]

Hi @Pedro Iván Márquez Peña 

This scenario is difficult for Jira Data Center automation as it does not yet support Advanced Branches: https://jira.atlassian.com/browse/JIRAAUTOSERVER-749

At this time, the only workarounds I know are:

1. When the team is using Scrum, rather than other practices, use the Daily Stand-up to check for any work with no progress rather than sending emails
2. Rather than using an automation rule, use a saved filter referencing currentUser() with subscriptions, and ask everyone who could be an assignee to subscribe
3. Create a dashboard with a gadget listing the issues, ordered by assignees, and ask people to review it regularly
4. Create an automation rule which uses repeated if / else blocks to check for issues for each possible assignee (using smart value, list filtering on the lookup results).  Rules like this would be limited to around 30 possible assignees due to the maximum rule length
5. Create multiple rules, one for each possible assignee
6. Investigate marketplace addons to manage / send such notifications

Kind regards,
Bill

[Pedro Iván Márquez Peña]

Hello @Bill Sheboy  Thanks!

Yes, I found similar questions and I came to the same conclusions as you.

Best Regards.

[Mohamed Benziane]

Hi,

I think this thread could help you

https://community.atlassian.com/t5/Jira-questions/How-to-automatically-send-email-notification-to-assignee-if-a/qaq-p/2630227

[Pedro Iván Márquez Peña]

Hello Mohamed, good day! 

Thanks, but not at all... because I'm using jira data center and that thread is with jira cloud version.

My real issue is with the send email step, due now I have the complete list of issues but the send email step sends all the list to all the users I'm looking to find a way to only send the tickets assigned to each user.