Hi, I am trying to create an automation that sends 3-strike rule follow-ups to the customer. The automation should only count during weekdays from the last update (Mon-Fri). Also, we are using cron to run the automation :
0 * * ? * MON-FRI
JQL : project = "PSS" AND status = "In Progress" AND (labels is EMPTY OR NOT (labels = "reset_3strike" OR labels = "hold_3strike")) AND not status changed after -3d
The first automation try excluded the weekend but did not apply the 1st strike comment and only added the 2nd and 3rd strike on the same date and time which should be applied on separate days do you also know how we can avoid this kind of scenario?
Hi @Reb Bravo , have a look at examples-of-using-smart-values-with-dates >> Calculating-business-days . I think this would be the way to go.
Thank you for your answer @Jack Brickey . I am currently working on a CRON automation, is it possible for the JQL to skip the weekends? I experienced that the CRON works but the 1st strike that should appear does not run because it was on the weekend then the automation proceeded with the 2nd and 3rd strikes.
Also on the link you sent is this for JQL ?
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Hi @Reb Bravo ,
you can write the cron yourself but it isn't necessary I think as the Automation presents an easier solution. Before I illustrate this, let me restate what I think you ar trying to do here.
example 1: 3-strike process starts on Tuesday then
example 2: 3-strike process starts on Wednesday then
assuming I have it right maybe simply schedule as follows...
please note that I have not provided a solution for keeping count of strikes here. I assume that you are using a custom field for this or some other method.
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Thank you Jack for the great effort! this is really good and I would try this automation. Another question so If I make a JQL like this one : JQL : project = "PSS" AND status = "In Progress" AND (labels is EMPTY OR NOT (labels = "reset_3strike" OR labels = "hold_3strike")) AND not status changed after -7d
Here is an example of the 1st 2nd and 3rd strike :
1st strike :
2nd strike :
3rd: strike:
This will not be affected by the scheduled run for the automation right? It means this will still be applied to all the tickets that were not updated past x days. Also, the follow up we want is 7 days for 1st strike 14 days for 2nd strike and 21 days for the 3rd strike so I am assuming that the comments will not display at the same time if my thoughts are right.
KUDOS to you buddy for helping me out here.
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Why not create a single rule and add a label each time (strike1, strike2, strike3) and the last one closes the issue assuming that is the final action. Just use if/else block to check labels...
if labels is empty or labels != strike1
Then add label strike1
else if labels != strike2
Then add strike2
else if labels != strike3
Then add strike3 and close issue
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