Scriptrunner Escalation Service Filter Not Working

Spencer Johnson January 30, 2019

Hi, we currently have an escalation service that runs weekly to send emails to ticket assignees with tickets that are open but past the "Follow up Date/Time" (a custom date/time field). The email template displays  the "Follow Up Date/Time" field among other ticket fields to remind users to close their tickets. The filter works properly in the issue navigator, however, users are receiving emails with tickets that do not match the filter (ie tickets that are already resolved OR tickets that arent past the follow up time). The email template will also display the incorrect follow up time. After investigation and after looking into the issue history, it looks like the email is somehow using an old "Follow up Date/Time" (ie not the "Follow up Date/Time" but the one that was set previously). This leads me to believe the escalation service somehow is looking at the old "Follow up Date/Time" in the filter and using that in the email template. Not sure how I can resolve this issue since the filter works properly in the issue navigator but it is causing our users to receive hundreds of emails reminders containing tickets that are already closed and dont meet the criteria.

Thanks!

 

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