Automation help - Extending upon Transition for waiting for support/agent rule

[Greg LaViolette]

Basically I want to extend upon this:

https://community.atlassian.com/t5/Jira-Service-Management/Automation-Rule-transition-waiting-for-support-to-waiting-for/qaq-p/2072503

However.. I only want it to fire if the last comment is older than x minutes (I'm thinking 10 minutes) to prevent excessive transitions in the issue during quick back and forth conversations.

The furthest I've come is to be able to get a list of the comments created and their age and used a diff to get the results in minutes.

{{comment.created.diff(now).minutes}}

Which will return something like "667, 636, 628, 60, 53, 13"

I want to capture the last value, "13", and create a rule around that to fire when it's greater 10 minutes.

I've tried using substringAfterLast into this:

{{comment.created.diff(now).minutes.substringAfterLast(", ")}} >= 10

I'm testing it with a Log Action, but all I get is the ">= 10".

Hopefully I'm doing something horribly embarrassingly wrong, or maybe it just can't be done.


Thanks all!

EDIT: After some thought I realized the above doesn't get me what I want, I'm going to have to regroup. If anyone has some thoughts, I'd like to hear about them.

[Anusha A]

Hi Greg,

Thanks for your question on community.

After testing this on my instance and applying the same logic, it looks like you're on the right track. However, I recommend a small adjustment: use variables to store the values. This can help with comparing values in the IF condition.

Example -
- Create Variable: Test, Smart Value: {{Test.substringAfterLast(", ")}}

If you have further questions please let me know, I shall try to export the json and send it here after I filter out the sensitive information. 

Regards,

Anusha A