How do I send notification after an issue has been in a status for two weeks?

[Katie Schneider]

I need to send a notification to a certain user after an issue has been in a specific status for two weeks. I believe I can do this through automation rules but I am unsure what triggers etc. would be best and would like to see if someone else can share this information with me.

[Callum Carlile _Automation Consultants_ · Accepted solution]

Hi @Katie Schneider , what I would do here is use a Scheduled trigger that runs every day - to do this, you will need to use a CRON expression (configured within the trigger). E.g. a CRON expression of 0 0 8 * * ? will run the rule every day at 8am.

Then, also within the trigger, you can use a JQL which references the 'has been in a specific status for more than two weeks' part. E.g:

status = "In Progress" AND status changed to "In Progress" before -2w

... will find all issues that have been in the In Progress status for more than 2 weeks. Any subsequent actions within the rule will then run for each of the issues found in this JQL (e.g. send a Slack/Teams message or email for each issue that fit the criteria.

I would recommend ticking the "Only include issues that have changed since the last time this rule executed" tickbox, as otherwise users may receive a reminder every single day once the 2 weeks has finished.

Hopefully this helps, let me know if you have any questions! 

[Katie Schneider]

Awesome! Thanks, this was just what I needed.

[Callum Carlile _Automation Consultants_]

Brilliant, no worries! Glad I could help

[Ashraf B]

Hi @Callum Carlile _Automation Consultants_,

I am working on the same lines with a slightly different objective.

I intend to send a message to customers (As "Comments" or as an Email) seeking their attention to Issues that are at "Waiting for customer" status since more than 7 days or more.

Please let me know if this JQL is good:

Project = <Project> AND Status = "Waiting for Customer" AND Status Changed to "Waiting for Customer" Before -7d

Will this return records that are at "Waiting for Customer" status for seven days or more?

Further, I understand I can schedule it using "Basic" scheduler. Do we need Advanced (CRON expression) specifically?

Please respond whenever convenient.

Best regards,

Ashraf B