How can I create an autom rule to add a comment when a specific status has not been updated?

[Natalia Mojica]

Hi here!

Im trying to create an automation rule to add a comment when a specific status (client review) has not been updated after 72 hours. 

This is what I have at the moment, but I'm sure it's the trigger where I'm having the error, but I don't know which one is the most appropriate for my situation.

I used the Issue transitioned trigger, however, when using this it does not respect the rule that the status has not been changed after 72 hours. It only adds the comment immediately it changes from one status to another.

Finally, I want to know how to configure the Then, so that in the comment the rule tags the person who created the ticket. Right now I have it as @{{reporter.displayName}}, but I want the person to be tagged.

THANKS!

[Tessa Tuteleers · Accepted solution]

Hi @Natalia Mojica , 

A trigger tells the rule when to activate, so your rule will only trigger on an update, not at a specified time. 

If you would like to implement this, you would need a scheduled rule that checks (for example) every hour is there are issues that fit your condition. 

Use a JQL query to find the issues (be sure to be very precise here), you could use something like: 

status = Backlog and updated < -72h

If the project you are working in is a service project, think about implementing it as an SLA and simply use the breach as a trigger. 

To mention the reporter in a comment, use this syntax:

[~accountid:{{issue.reporter.accountId}}]

Hope this helps! 

- Tessa

[Natalia Mojica]

Hey Tessa, thanks. I have a question: 

If I schedule it every day, will this message be repeated daily on tickets that are not updated? If yes, how can I avoid this? Because what I want is to send an alert message only once, but not for it to become daily if there are no changes. 

Also, would the query be like this: issuetype = Story AND status = "Client Review" AND NOT status changed after -72h

[Tessa Tuteleers]

Hi Natalia, 

Answering both questions at once: If you would use your query, then yes, it will place a comment every day after the 72 hours have passed, as long as the issue gets no update. 

You can change this behaviour though, by narrowing the query, to something like this: 

 issuetype = Story AND status = "Client Review" AND updated > -3d AND updated < -2d

-> updated < -2d => the last update is more than 2 days ago
-> updated > -3d => the last status change was in the last 3 days.

This should exclude all issues from your filter that are transitioned earlier so no repeats. 

This way you check all updatesas well, not only transitions.

You could use the "Add comment only once to each issue" too, but then If you have "repeat offenders" in the same issue, it will not work again. 

Hope this helps!
- Tessa

[Marc - Devoteam · Accepted solution]

Hi @Natalia Mojica 

Use the scheduled trigger.

This trigger runs on your schedule set and then checks.

Execute your JQL in the scheduled trigger and add a comment if JQL applies

Example rule:

[Natalia Mojica]

Thank you for your answer. I have a question: 

If I schedule it every day, will this message be repeated daily on tickets that are not updated? If yes, how can I avoid this?

Because what I want is to send an alert message only once, but not for it to become daily if there are no changes

[Marc - Devoteam]

Hi @Natalia Mojica 

No as there is an option on the add comment action you can enable

Option: Prevent duplicates by only adding this comment once to a particular issue.