How to resend e-mail's to customers for issues that have specific status and respond time

[Utku Kamacı]

We are receiving request via email to our Jira Service Desk.

In some statuses we are sending respond to customers and waiting for their response to auto transition that issue. We want to resend respond email inside of jira service desk if customers do not response to our mail for 30 days for that status. We may try built in scripts/escalation service in order to check issues which did not receive response.

Thanks

[Tzu Hau Chai · Accepted solution]

You should be able to do this with filter subscription (you can subscribe a usergroup to the filter):
https://confluence.atlassian.com/jiracoreserver073/working-with-search-results-861257284.html?_gac=1.209504934.1521596842.EAIaIQobChMIjICj9qX82QIVGB4rCh1XsQqTEAAYASAAEgJ1c_D_BwE&_ga=2.72232723.1006106577.1523228808-1835655409.1513145829#Workingwithsearchresults-subscribeSubscribingtoyoursearchresults

As for the JQL to filter out the issue, you could do something like this, which filters out issues that have been in “Status A” for more than 30 days, for each reporter

project=ASD and status changed to “Status A” before startofday(-30) and status = “Status A” and reporter = currentUser()