Notification for issue sitting in progress for X days with no comment (Next Gen)

[Josh Allen]

I'd like to be notified when an issue has been sitting in a specific status (in progress) AND has NOT been commented.

I'm trying to identify issues that haven't really be updated, so I'm willing to use the Log Work instead of commented OR the Updated status. 

I've tried using Jira Automation:

• Trigger: Issue Transition
  • from To Do TO In Progress
• If: all match
  • {{comment}} equals EMPTY
  • updated <-5m (I used minutes for testing purposes. I'd probably use something like 24hours)
• Then: Send email

I was able to get notified, but it notifies me the second it transitions. I'm essentially trying to get it to notify me if it hasn't been updated at 5 minutes (or in the past 24 hours)

[Bill Sheboy · Accepted solution]

Hi @Josh Allen 

Instead of using the transition trigger, you could use the schedule trigger, and check every X minutes (or hours, or whatever).  Add a condition after the trigger to confirm that the issue is in progress (or use JQL in the trigger to be more efficient).  Maybe something like:

• Trigger: scheduled every 24 hours, where JQL is status = "In Progress" AND updated < -5m
• Condition: comment is EMPTY
• Action: send email

Best regards,

Bill

[Josh Allen]

YES! Thank you very much @Bill Sheboy 

This is the easiest approach for me and that worked perfectly.

[Bill Sheboy]

By the way... this method *could* return multiple issues satisfying the trigger and JQL, so you have a couple of choices:

a) Use a branch to iterate over the issues, sending an email for each.  Given your problem description, this seems like the best approach to confirm that the comment is empty by putting it inside the branch.

• Trigger: scheduled and JQL
• Branch on the JQL
  • Condition to check comment
  • Action to send email

2) Us a lookup issues action with the JQL to consolidate the list into one email.  This could have "false positives" as you may not be able to detect the empty comment in the JQL.

__Bill

[Gizem]

@Bill Sheboy Could you please help me to configure your second option to send a daily list of "not prioritized" items in one email?

[Bill Sheboy]

Hi @Gizem -- Welcome to the Atlassian Community!

First thing: please consider creating a new question and linking to existing threads.  That will ensure the most number of people see your question to offer ideas.  Otherwise only the people following existing threads will see them.  Thanks!

Regarding what you asked...

Are you using Jira Cloud or Jira Server/Data Center, as Lookup Issues is only supported with Jira Cloud.  Let's assume that is what you have.

Without knowing the specifics of what you mean by "not prioritized", I am going to assume you have added a value to Priority for "not prioritized".

• trigger: scheduled with no JQL
• action: lookup issues using JQL.  Here is some example JQL which you can update to match your project name and needs.
  • project = myProjectName AND statusCategory != Done AND priority = "Not Prioritized"
• advanced compare condition: test if there are issues to send in the email
  • first value: {{lookupIssues.size|}}
  • condition: greater than
  • second value: 0
• action: send email, with something like this in the email body

Here is the list of issues:
{{#lookupIssues}}
* {{key}} {{summary}}
{{/}}

Please note you can also do this with a saved issue filter and a subscription, rather than an automation rule.

Kind regards,
Bill

[Gökçe Gürsel {Appfire}]

Hi @Josh Allen ,

You can also use an SLA to be notified since it captured the necessary conditions better than Automation and you don't need to spend your free Automation executions for this. 

You can use Time to SLA to get notified via Slack as well as email.

Check this configuration out:

You can set your SLA Goal as you wish and add a notifier at the 24hour mark. (SLA Goal is 24 hours in this example)

You can combine other features of Time to SLA such as detailed reports, global notifier, and recurring notifications with this configuration to easily manage your idle tasks.

Let me know if you have any questions. 

Cheers,

Gökçe

[Josh Allen]

Thank you @Gökçe Gürsel {Appfire} 

This looks interesting. Was wondering how to do SLAs outside of Service Desk. Not quite needed yet on our team I think, but will consider for the future.

[Gökçe Gürsel {Appfire}]

Thank you for the update. :) Please don't hesitate to reach out if you need any assistance in the future. 

[D Wilson]

@Josh Allen 

Another approach would be to use saved filters and subscriptions.

1. Define the filter you need to show the tasks to be reported on

2. Save It

3. Browse to the list of filters "Filters --> View All filters" and locate your saved filter

4. Click on the eclipse menu and select manage subscriptions --> add subscription button on the next screen

5. Set the recipients, frequency, and time you would like to be notified each day.

6. Click Subscribe.

This also allows for others to subscribe to the same filter on a frequency they chose.
You can update the saved filter if your need change later
This doesn't take automation cycles if the number available is a concern for you.

[Josh Allen]

Thanks @D Wilson 

I think this is also a good approach and appreciate the advice.