Stale tickets email notification

[RamR]

Is there a way to send a email notification to the assignee when there is a ticket sitting on his queue for more than certain number of days without any updates? It is kind of a reminder and not an escalation. No one else need to know this except the assignee himself.

[Mary Ramirez · Accepted solution]

Hi @RamR ,

I recommend creating a query and then setting up a filter subscription. 

[Mike Bowen]

Hi @RamR 

The above comment from @Mary Ramirez is a great idea, we have this setup for most agents. The only thing I have against the idea is it requires each agent to set it up for themselves and you know how people are (they want everything done for them), in which case if you are an admin...You could setup an automation rule, based on a JQL query to send an email to the assignee. 

-Mike

[RamR]

Than you @Mike Bowen 

[Mary Ramirez]

Hi @RamR and @Mike Bowen ,

I recommend adding assignee in (currentUser()) in the filter. This will help you from having to make a custom filter for each user or having each user set up their own filter. 

Hope this helps!