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JETI create a custom event

Hello!

I am trying to configure JETI to email the assignee or another user after the ticket has gone X amount of time with no activity (meaning without posting a comment). I cannot figure out a way to create a custom event that fires off based on time.

Any help would be much appreciated!

Thank you,

-Landi

1 answer

Create a custom field 'incident duration' which contains the time-passed since Incident Create time.
Create a Generic event and associate with a template. Under the event definitions of that template go to the 'Generic event' settings. here under JQL Filter enter 'incident duration' > xhours
the template will be fired only when incident duration > x hours

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