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Automation/notification for stale tickets

Steve Tolbert
Steve Tolbert
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November 3, 2022

Hello,

I would like to set up an automation where agents are notified when there has been no activity on a ticket after period of X days. 

I currently have a JQL filter that identifies the stale tickets, but I would like a notification to go out to the agents before the stale threshold is reached. 

Thanks for your help!

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Karyna Tyrnavska _SaaSJet
Karyna Tyrnavska _SaaSJet
Atlassian Partner
November 11, 2022

Hi, @Steve Tolbert !

You can use Boomerang: Reminders for Jira Issues.

You can create custom notifications and set a message, time, recipients, and recurring.

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Dirk Ronsmans
Dirk Ronsmans
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November 3, 2022

Hey @Steve Tolbert welcome to the community!

How do you currently define the JQL? If you use the updated field in the query you could use the -1d or another timeframe to send it out before it actually reaches the threshold.

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