Automation for not commented tickets

[Gor Greyan]

Hi, Dear Community!

I need an automation, which will send a notification to the assignee, if the ticket is not commented on by him for example 3 days. 
I couldn't set the trigger. How to find those tickets that will dynamically search, for example, open tickets and find those ones.

Any suggestions regarding this?

[Trudy Claspill]

Hello @Gor Greyan 

There is not a "Not Commented" trigger for Jira Automation in the Automation for Jira feature.

Depending on the apps available to you, you might be able to construct a JQL statement to find the issues that match your criteria and use that in a Scheduled trigger to find the issues and then send email to the issue assignee.

What version of Data Center are you using?

Does this concern issues in a Software, Business, or Service project?

Are there other relevant criteria for selecting the issues, such as perhaps you are only concerned about issues in particular statuses (i.e. not Done)? Or, would you want to include issues that had comments from people other than the assignee in the past three days?

According to the Advanced Search documentation for Jira Software v11.0 there is not a native function or keyword that you can use to search for issues based on when a specific user last commented on them (or did not comment on them). Do you have any plugins/apps that extend JQL searching capabilities, like Scriptrunner or JQL Tricks?

[Gor Greyan]

Hi Trudy,

Thanks for the answer.

Version is - 9.12.16

It is a Sowtfare project.

In my case, there should be a conversation between the assignee and the team lead, for example, and I want to search issues, that don't have comments by the assignee for at least 3 days, for example.

I have Scriptrunner, yes.

Is there any possibility or built-in feature in Cloud?

As we should migrate to the Cloud, is there any possibility to do it there?

[Trudy Claspill]

With Scriptrunner for Jira DC there is a function "commented()" that would allow you to search for issues based on comment attributes including the author and the comment and the date of the comment.

https://docs.adaptavist.com/sr4js/latest/features/jql-functions/included-jql-functions/comments#find-issues-by-attributes-of-their-comments-commented

You could use that to construct a JQL statement to find the issues of interested. You could either set that up as a Saved filter and tell the assignee(s) to subscribe to it, or you could use the JQL in an Automation Rule to find the issues and send an email to the assignee.

There is not an identical function in Scriptrunner for Jira Cloud. Refer to the feature parity document here:

https://docs.adaptavist.com/sr4js/latest/scriptrunner-migration/migrating-to-cloud/feature-parity-and-script-alternatives.

There are similar separate functions for commentedOn() and commentedBy(), but I don't believe the criteria in each of these functions would both be applied to each comment. I believe instead they would be applied separately, unlike in the function for DC. I have not tested it thoroughly recently to confirm my conclusions.

There might be another app for Jira Cloud that would provide a comparable feature, Or you might be able to use other features of Scriptrunner Cloud, like scripting, to accomplish the task.

[Gor Greyan]

Hi @Trudy Claspill

Thanks a lot for your suggestions.

Will investigate the best solution for us.

Thank you!