Remind assignee after 24 hrs of inactivity using Script runner

Anil February 15, 2021

Hi Team,

 

Is it possible to send notification to Assignee after 24 hrs of inactivity of a ticket which is in particular status using script runner?

 

Thanks in Advance

Anil

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Ravi Sagar _Sparxsys_
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February 15, 2021

Hi @Anil 

You can create an escalation service under jobs to achieve that but adding a comment on the issue or create a custom scheduled job to send an email. You can find sample code here: https://library.adaptavist.com/entity/send-custom-email

I hope it helps.

Ravi

Anil February 15, 2021

Hi @Ravi Sagar _Sparxsys_ Thanks for your quick response.

Actual requirement is, If issue status is in "In progress" and assignee should be notified if no activity is on that specific issue for more than 24 hrs.  

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Kian Stack Mumo Systems
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February 15, 2021

@Anil

Check out using Escalation services with Scriptrunner. That should get you started!

Thanks,

Kian

Anil February 15, 2021

Hi @Kian Stack Mumo Systems Thanks for your quick response.

I tried Escalation service. But, the requirement is "Status shouldn't change" and "Assignee should be notified" about the issue. Which should be similar to SLA in service desk.

BTW we are on Data center and have only ScriptRunner.

Kian Stack Mumo Systems
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 15, 2021

@Anil, what exactly the problem with using escalation services, if you don't mind explaining? Using Escalation services try doing the following: 

Screen Shot 2021-02-15 at 11.33.48 AM.png

Kian Stack Mumo Systems
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 15, 2021

To set a comment, you can use the code

 

issueInputParameters.setComment('Write your comment here')
Anil February 15, 2021

That worked. Thanks Kian

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