Jira Automations: Reminders every X days (multiple X values)

[Juan Nuñez]

Hi everyone!

I'm having a bit of an issue trying to pinpoint specific tickets for reminders. 

Scenario: User creates a ticket that requires approval. Approver does not approve timely, Jira automation should:

-IF block: Check if the issue is in "waiting for approval" status and not changed after 3 days.

-- If so, add comment saying "ticket pending approval for last 3 days".

-IF block: Check if the issue is in "waiting for approval" status and not changed after 6 days.

-- If so, add comment saying "ticket pending approval for last 6 days".

-IF block: Check if the issue is in "waiting for approval" status and not changed after 9 days.

-- If so, add comment saying "ticket was not approved" and transition to canceled.

My problem is that IF block 1 output is 57 issues, and block 2 and 3 also produce 57 issues.

I'm looking for a way for the If block to be able to see the previous conditions and skip them, lets say if the issue is pending approval for 6 days (and the 3 day pending comment was made), add the 6th day comment but not duplicate the 3rd day comment.

Now, here comes the tricky part, I'm not able to do the above yet, and not sure what I'm MIssing.

My next test will be to:

- Add a custom field for each reminder (reminder 1, 2, etc)

- add condition to automations to check for values on those fields. So, if the 3 day comment was made, that automation also populated Reminder 1 field.

- now, day 6 reminder will check if REminder 1 field has values. If so, send 6 day reminder and populate Reminder 2 field.

and so on and so forth.

- finally, when those issues are transitioned, clear reminder fields so the count starts again.

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I checked online and so far no solutions but hope the above works.

[Mathew Lederman]

@Juan Nuñez

Personally, I send out daily reminders to approvers. Our IT Service Desk is in JSM and if a manager doesn't approve a request for access to a tool, that means somebody is sitting without access twiddling their thumbs. For us, daily reminders make sense.

For your case, I would recommend just having a single numeric custom field that works as a counter. 

Create an automation that runs once/day.

• If Status = Waiting for Approval
  • If counter = 3
    • Send 3 day reminder
    • Increment the counter: Counter=Counter+1
  • Else If counter = 6
    • Send 6 day reminder
    • Increment the counter: Counter=Counter+1
  • Else If counter = 9
    • Add "Ticket was not approved" comment
    • Transition the issue to Canceled
    • Clear Counter
  • Else 
    • Increment the counter: Counter=Counter+1