Automation Reminder email

[Jeremy Tatro]

I am trying to setup an automated email reminder that will go to a reporter that their ticket is still in a particular status after a certain amount of time. I am not sure which JQL script I need to use. Any help would be greatly appreciated.

Example: I have a status that says "waiting on customer" I would like to send an email to the reporter that we are waiting on them to comment or do something with their ticket.  I have the time set that I want to use, but just need the JQL portion. I can't seem to find what I am needing to use.  

[Bill Sheboy · Accepted solution]

Hi @Jeremy Tatro 

Please take a look at the CHANGED operator for JQL.  With that you can check when a status has (or has not) changed in a particular timeframe.

https://support.atlassian.com/jira-software-cloud/docs/jql-operators/#CHANGED

With that, you could use a scheduled trigger automation rule to notify the reporters.

Kind regards,
Bill