Send email until update

[Luis Morales]

Hello,

I am needing some help trying to achieve a specific functionality.

Is there a way to set up a manually triggered automation that will send a daily email to the Reporter for X number of days. If reporter updates the ticket, stop the automation (stop sending the emails). If the reporter does not update the ticket at the end of X days, resolve the ticket.

Thanks in advance. 

[John Funk]

Hi Luis - Welcome to the Atlassian Community!

Yes, create a Scheduled trigger run to run once a day. Add a JQL query to the trigger to get the issues. Is there a particular field that needs to have a value?

 Then add an action for Send Email.

[Luis Morales]

Hi @John Funk 

Thanks for your answer. After doing more research I think I am getting closer.

I created a custom field called "Send Email Reminder" with Yes or No options. If set to Yes, the automation should pick it up. My goal is to have an automation to run every day in the morning. If it finds an issue that has the "Send Email Reminder" set to Yes, and has not been updated in 24h, and is set to a specific status, send an email to the Reporter, and add an internal comment to the issue. 

I am trying to have several more similar automations. The next one would run if the issue has not been updated in 48h, 72h, 96h, etc. Then at the end of 240h (10d), send an email to Responder and set status to Resolved.

This is the JQL query I have so far:

status = "waiting on cu" and 'Send Email Reminders' = "yes" and updated <= -24h

status = "waiting on cu" and 'Send Email Reminders' = "yes" and updated <= -48h

status = "waiting on cu" and 'Send Email Reminders' = "yes" and updated <= -72h

status = "waiting on cu" and 'Send Email Reminders' = "yes" and updated <= -240h

My concern is that the first time the query runs at 24h, since it will be adding a note to the issue, the Update time will always be 24h. 

Is there a way to make sure that even though a note is added to the issue, the second query will run the next day for 48h?

Thank You

[John Funk]

As a last Step in the email, either set the Send Email Reminders field = No, or set another custom field to a value and check for that by adding another Condition. 

[Luis Morales]

@John Funk 

I am running into an issue with the JQL search. I have this search:

status = "waiting on cu" or status = "ready for cu testing" and 'Send Email Reminders' = "yes" and updated <= -5d

When I validate the query, it is showing me an issue that was updated 3 days ago. Any suggestions on how to get the query to only show tickets that were updated 5 days ago and not 3?

[John Funk]

change to >= -5d